Online Customer Service Support Assistant
Insurance Industry
Permanent
Sevenoaks
21k + Benefits

Our Client a Leading Global insurance Company are looking for a professional and friendly Online customer Support Assistant to join their busy team. Ideal candidate would have a call centre background and be used to high call volumes. Must be professional at all times.

PURPOSE

To build and maintain excellent working relationships with new and existing clients, ensuring all enquiries are dealt with in a timely, effective manner and all required administrative related tasks are completed efficiently with the aim of increasing and maximising usage of the online system.

KEY RESPONSIBILITIES:

·Act as primary contact for the online system, dealing effectively and professionally withtelephone, email and mail requests, answering queries, taking responsibility for processing each enquiry through to a satisfactory conclusion

·Promote the benefits of the on-line system and provide guidance to clients on its use

·Champion excellent customer service, taking ownership of on-line process and continually reviewing for efficiency improvements

·Understand external/internal client needs and work with team to meet these needs

·Identify and follow up opportunities with clients

·Carry out proactive welcome calls for new users, arranging and carrying out demos for clients as required

·Demonstrate an understanding of processes, skills and technical knowledge by fully utilising the online system and be involved in testing any change/releases to the system

·Work within prescribed objectives and procedures ensuring that all the requirements of department guidelines, service, regulatory, technical standards and our company Values are met

·Assist with coaching and mentoring junior/less experienced team members

·Produce daily, monthly, yearly management reports for both internal and external customers

·Assist with ad hoc work or projects as required by your line manager

·Undertake other reasonable duties as assigned by your line manager

·Continual development of industry/marketplace knowledge
Personal Qualities

·Proven track record within a busy, fast paced customer focused environment

·Excellent telephone manner gained from a call centre or similar role where you have demonstrated a flair for rapport building with clients

·Takes personal responsibility for actions and takes initiative to make things happen

·Excellent verbal and written communication skills with the ability to liaise at all levels

·Ability to organise own time and prioritise workload to tight deadlines whilst still maintaining a high attention to detail

·Competent in using Microsoft Office suite, ie Word, Excel, Outlook and Powerpoint

·Can express facts/ideas clearly in writing

·Ability to develop and maintain strong internal and external working relationships

·Willingly provides help and support for others

·Questions the way we operate and helps the department to work smarter not just harder

·Displays a positive attitude at all times

·Builds rapport with colleagues, contributing to the effectiveness of the team

·Demontrates a flexible, adaptable approach and always rises to new challenges

·Behaves and looks professional at all times paying particular attention to attendance, punctuality and dress code

·Demonstrates a ‘can do’ attitude

·Is aware of personal development needs and raises issues with manager to help improve effectiveness. Takes on board comments about development needs and is always willing to learn