Customer Care Specialist - Customer Value

As a Customer Care Specialist, you will be the frontline of our operations, ensuring every contact is handled with a smile and a commitment to resolving their queries. Your goal is to provide delightful customer experience that exceeds expectations and fosters customer satisfaction.Role and Its ResponsibilitiesKey Responsibilities:Take ownership of customer queries, aiming for First CallContact Resolution (FCR).Manage contacts (depending on the line of business- both voice or non-voice) while adhering to quality and compliance guidelines.Display ownership and accountability with in-depth knowledge of systems and processes.Utilize quick thinking to address a variety of customer queries.Learn and get cross-skilled on various insurance products such as new contacts, Retention, Mid-term servicing for voice channels.Engage in Customer Service, Retention up-selling or cross-selling products, treating all customers fairly.Ingredients to Success:Contribute positively to the team, recognizing and celebrating the success of others.Exhibit passion for our brand and customer service.Demonstrate excellent communication skills.Embrace new ways of working, unlearning and relearning as necessary.Commit to doing it right the first time for the customer.Foster an environment of mutual respect.Be open to change and receptive to feedback.Requirements:Flexible to work in shifts, including weekends and holidays.Excellent verbal and written communication skills.Strong problem-solving skills and attention to detail.Ability to work independently and as part of a team.Possess technical abilities to navigate through customer Service tools.Additional Requirement: As a Customer Care Specialist, you will play a crucial role in ensuring that our customers receive exceptional service and support. You will be responsible for handling customer inquiries, resolving issues, and providing information about our products and services. Your goal is to enhance customer satisfaction and loyalty by delivering a positive and seamless customer experience.The Consumer Duty applies across our business to high-level strategic planning, budget allocation, individual customer interactions, product and service development, sales and servicing, distribution, support, risk and control functions, remuneration, and incentives. We all need to put customers interests at the heart of our activities and decision-making. The spirit of the Consumer Duty is reflected in our Group purpose to Help more people to look after their future. Always striving for better together.Admiral s Consumer Duty Principles:Understanding: All customer communication is easy to understand no jargon.Ease: Whatever channel a customer chooses, we make it simple - all tasks are equally important and finding and completing them can be done with minimum fuss no hassle!Fairness: Our prices are fair and all our products are designed based on thorough research and testing to ensure they meet customer needs and expectations - no surprises!Preferences:Someone with an experience of Genesys telephony system.Have worked with Insurance industryprocess in past.This role is not just about assisting customers, it s about building a connection with each customer and being the embodiment of our brands commitment to service. If youre ready to take on this challenge and grow with us, we look forward to your application.