In this role you will be responsible for carrying out a range of daily tasks to support our customers who are dealers, manufacturers and plan holders. You will be representing the business through administrative tasks via calls, emails & various communication channels. You will be supported by, and provide support to, Senior Advisors, Supervisors and Managers as required. You will carry out work efficiently, ensuring SLAs are met and customers are satisfied.
Summary of Role
The purpose of your role is to provide exceptional first line response to our clients. You will be responsible for completing general administration and upkeep of consumer records managed across multiple processes specific to our clients and our product catalogue. Full training in systems and practices will be provided. In addition, we at EMaC give our team the opportunity to progress, as our department consists of multiple roles and responsibilities, due to our expanding product range.
Responsibilities
* Undertake and partake in training to better handle enquiries within EMaC Support.
* Provide excellent customer service in line with our departmental standards, procedures and guidelines.
* Have the ability to hit and meet team and individual set targets on a daily basis.
* Own daily management of workload.
* Deliver guidance on quotations, plan sales and system navigation to our clients.
* Deal with Direct Debit enquiries, printing of customer documents and general upkeep of our customer accounts covering all aspects of administration ensuring that queries are resolved efficiently.
* Communicate and handle effectively and appropriately with customer/dealer queries received via several communication channels, mainly telephony, e-mail and post/return providing written responses to confirm the outcome/actions taken.
* Work independently and as part of a team to meet deadlines set by supervisors and in line with company SLAs.
* Act responsibly and comply with all policies and procedures as identified in the Company Handbook.
* Ensure that the status and image of the Company both internally and externally is maintained at all times.
* Effective planning of own workload ensuring structure to the working day to achieve all objectives given.
Qualifications
* Good general education – including GCSEs in Maths and English [A-C]
* Experience of dealing with customers and providing excellent customer care
* Proficient in MS Office
* Experience in claims handling
* Experience of mastering new business systems and processes
* Experience of customer service work
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