Call Centre Co-Ordinator
- Recruiter
- Nashrock Recruitment Ltd
- Location
- Maidstone
- Salary
- 18000.00 - 20000.00 GBP Annual
- Posted
- 30 Nov 2018
- Closes
- 28 Dec 2018
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
My client is a well-known Insurance company who are recognised for being forward thinking and progressive within their field. Operating from their offices based in Kent, with 20 years of service behind them they are a specialist insurer who provide the full life-cycle.
Day to Day:
- Handling 24/7 emergency medical assistance calls
- Managing customer expectations in line with operational guidelines
- Protecting insurer client's interests at all times
- Dealing with customers, clients and colleagues in a pleasant and courteous manner
- Ensuring that case information is recorded accurately
- Liaising with the in-house medical team and insurers to ensure the right kind of
assistance is provided in the most efficient and cost-effective way possible
- Multi-tasking between the different channels of communications offered to the customers
- To assist the customers with their enquires
- To provide customer services through all channels (telephone, web chat and via email)
- Providing caring and compassionate support to family members of patients and deceased
relatives
- Complete call backs within the agreed SLA
- Provide regular reporting on call backs to Team Leader
- Supporting, and becoming an integral part of, the Assistance Team helping within the
operations/repatriation team when required
- To refer to a manager when any work falls outside their area of knowledge or expertise
About You:
- Excellent verbal and written communication skills in English essential
- Proven successful experience of an office based customer service role (experience in medical assistance not essential)
- Experience of working shift patterns which include weekends, bank holidays and/or nights
- Ability to work under pressure
- Ability to empathise with people in stressful circumstances while at the same time defending a company stance, often under significant pressure
- Be able to work as part of a team as well as on their own initiative
- Excellent keyboard skills, both speed and accuracy, are also essential to the role
If you would like to find out more about this new, exciting opportunity then please get in touch!
Day to Day:
- Handling 24/7 emergency medical assistance calls
- Managing customer expectations in line with operational guidelines
- Protecting insurer client's interests at all times
- Dealing with customers, clients and colleagues in a pleasant and courteous manner
- Ensuring that case information is recorded accurately
- Liaising with the in-house medical team and insurers to ensure the right kind of
assistance is provided in the most efficient and cost-effective way possible
- Multi-tasking between the different channels of communications offered to the customers
- To assist the customers with their enquires
- To provide customer services through all channels (telephone, web chat and via email)
- Providing caring and compassionate support to family members of patients and deceased
relatives
- Complete call backs within the agreed SLA
- Provide regular reporting on call backs to Team Leader
- Supporting, and becoming an integral part of, the Assistance Team helping within the
operations/repatriation team when required
- To refer to a manager when any work falls outside their area of knowledge or expertise
About You:
- Excellent verbal and written communication skills in English essential
- Proven successful experience of an office based customer service role (experience in medical assistance not essential)
- Experience of working shift patterns which include weekends, bank holidays and/or nights
- Ability to work under pressure
- Ability to empathise with people in stressful circumstances while at the same time defending a company stance, often under significant pressure
- Be able to work as part of a team as well as on their own initiative
- Excellent keyboard skills, both speed and accuracy, are also essential to the role
If you would like to find out more about this new, exciting opportunity then please get in touch!