Customer Service Agent

Description:

The Sales & Service agents are the first point of contact for our client's valued customers. In this role, you will provide phone and email support in relation to insurance policies or claims enquiries for customers and agents. You will answer product queries, provide quotes and complete policy sales, assist in post purchase changes or cancellations to policies, or assist in general claims queries.

Key Deliverables
 

• Respond to phone and email queries in a professional, service-oriented manner seeking first-touch resolution
• Attempts to surpass customer expectations through exceptional service
• Demonstrate strong product knowledge by effectively communicate policy benefits and limitations.
• Ensure legislative requirements, service provider contracts and client requirements are adhered to.
• Guide customers through policy changes and important updates
• Meet and aim to exceed Key Performance Indicators
• Please note: This is a call centre environment with structured start, finish and break times.
   

Role Requirements
 

• Experience in a call centre environment is highly regarded but not essential
• Proven experience in a customer centric environment (either face to face or over the phone)
• Retail and Hospitality backgrounds are welcomed to apply
• Strong written and verbal English communication skills
• A tech - savvy approach with the ability to multitask and navigate through systems effectively (exposure to Genesis software is a bonus)
• Ability to work autonomously as well as in a team centric environment
• Flexibility to work a rotating roster