Customer Services

Customer Service Agent

Full Time Permanent

South Wales Jobs

Engage Recruitment are pleased to be recruiting for a leading specialty insurance group based in Bridgend. We are looking for a Customer Service Agent to join the team!
Job Purpose for the Customer Service Agent:
To participate in the day-to-day operations of the On Call team by providing administrative and customer service support for allocated calls/tasks, including inbound assistance triage, after-hours customer service enquiries/support, inbound communication triage and the facilitation of financial transactions, whilst displaying the highest possible standard of customer care.
Job Responsibilities for the Customer Service Agent:
* Ensures allocated incoming calls/ tasks are processed, maintained, and validated accurately, in a timely manner and in accordance with agreed company service standards/KPI.
* Contacts/liaises with customers, internal/external colleagues, and service providers in a professional and courteous manner, always seeking to successfully complete job requirements and responsibilities, whilst striving to resolve differences/queries professionally/swiftly.
* Ensures High Priority work is correctly identified and prioritised.
* Supports the Global Response Centre in all aspects of emergency medical & travel cases, ranging from lost passport/delayed baggage to life threatening medical/political/security situations.
* Practices team-spirit and customer/quality philosophies always.
* Ensures customers are treated fairly at all times.
* Ensures immediate referral to Team Leader/Line Manager of all complaint issues arising.
* Always Practices & promotes companies core values, to both internal & external contacts alike.
* Demonstrates a willingness to work any such additional hours as may be necessary to fulfil the employee’s duties, as reasonably required.
* Assists with Ad-hoc duties as reasonably required.
Provides support wherever possible to fellow team members, as appropriate and as reasonably requested.
Skills and Experience Specification for Customer Service Agent:
* Preferred education level – A-Level (grades A-C) or Core curriculum GCSE (grades A-B)
* Motivated with good interpersonal, and communication skills.
* Enthusiasm, tact, diplomacy, and flexibility.
* Keyboard/PC and general Microsoft ‘office’ skills, particularly Excel.
* An awareness and demonstrated willingness to practice customer care and quality philosophies.
* Private Healthcare
* Annual performance bonus
* 10% total pension
* £30 monthly wellbeing payment
* 25 days holiday + bank holiday (plus 1 day for each year achieved)
* Fresh fruit provided daily
* Team lunches + days out


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