We are seeking a Customer Care Agent who is enthusiastic about providing exceptional customer service and thrives in a target-driven environment. The ideal candidate should be an excellent communicator with a keen attention to detail and the ability to handle pressure well. While knowledge of Financial Services is advantageous, it is not mandatory.
Responsibilities:
* Deliver outstanding service to customers by addressing enquiries and requests promptly and managing the delivery of customer correspondences within the agreed company framework, timescale and deadlines
* Maintain accurate client records and comply with regulatory requirements on all matters
* Assist customers in making tailored changes to their policies as per their needs
* Adhere to processes and procedures for all service-related matters and escalate upwards as appropriate
* Contribute towards projects designed to improve the service offered by the business
* Handle the administration of organisational claims process
* Proactively identify and report trends in customer enquiries to help improve products and services
* Collaborate with cross-functional teams to resolve complex customer issues and ensure customer satisfaction
* Participate in ongoing training and development programmes to enhance product knowledge and customer service skills
* Maintain a high level of confidentiality when handling sensitive customer information
* Achieve and exceed performance targets related to customer satisfaction, call handling times, and first-call resolution rates
Qualifications:
Knowledge & Skills:
* Proven experience in a customer service role, preferably in a financial services environment.
* Ability to manage stress and maintain performance in a target-driven environment.
* Exceptional communication and listening skills, with the ability to explain complex information clearly and concisely.
* High level of attention to detail and accuracy in data entry and record-keeping.
* Prior knowledge or experience in Financial Services is a plus but not required.
* Proficiency in using customer relationship management (CRM) systems and Microsoft Office suite.
* Strong problem-solving skills and ability to think critically to resolve customer issues.
* Excellent time management skills and ability to prioritise tasks effectively.
* Flexibility to adapt to changing processes and procedures in a dynamic work environment.
* Ability to work collaboratively in a team whilst also being self-motivated and able to work independently.
* Resilience and patience when dealing with challenging customer situations.
* Basic understanding of regulatory requirements in the financial services sector is desirable.
If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you.
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