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Customer Care Specialist - Travel Operations

Customer Care Specialist - Travel Operations

Admiral Solutions

11 - 16 years

8 - 13 Lacs

gurugram

Posted:20 hours ago| Platform:

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Skills Required

housekeeping telecom assurance scr sez power supply customer service ites financial services travel insurance

Work Mode

Work from Office

Job Type

Full Time

Job Description

You ll provide information, accept policies ensuring the customer has cover to meet their needs, solve problems and make changes for both existing policyholders and new customers alike. You ll need to ensure any problems are resolved quickly and professionally and strive to retain customers who may be considering leaving us at renewal. You ll be expected to follow department guidelines and procedures considering FCA requirements.
There is an opportunity for the scope of work to expand, covering further Travel functions & channels and subject matter during the team s lifecycle, which will come with the appropriate training.

Role and Its Responsibilities

Key Responsibilities:

To be available to process correspondence/undertake telephone duties for 7.5 hours per day, unless part time hours have been agreed. Answer phone calls to ensure our customers receive a first-class service whilst attempting to either retain the business, amend a quote/policy as required and up-sell ancillary products.

To ensure work is dealt with accurately and follow up when necessary. This would include updating policy diaries within the agreed time scale.

To ensure that sickness is kept to a minimum and reported as per the guidelines in the big book. To always be punctual, logged in and available to take calls at the start of each shift.

To resolve customers complaints in the first instance and to follow the complaints procedure for escalation.

To play an active role in the development of new ideas and procedures and to contribute positively to the culture of the Travel Insurance Department.

To be always professional and mature, on the phone and while you are in the department or representing the department after work hours. To always show consideration and respect to your colleagues and your environment. This includes general housekeeping and ensuring workstations are neat.

To maintain and build on the team s working relationship with other teams and departments.

To take an active interest in your individual and department results and be aware of how you can contribute to improving the scores each month.

To help maximize conversion rates, retention rates and service levels always and ensure that you are giving the best service possible to all our customers.

To attend regular team meetings and make a positive contribution, promoting a culture that ensures communication is two-way and open and honest.

To ensure that any problems you identify during your working day are flagged up immediately to your TM/SCR, however, make decisions relevant to the training you have received.

To be self-motivated, demonstrate an organized and methodical approach to your workload and voice ambition and own objectives so reaching these can be supported by your TM/SCR

To be flexible to change including workload, subject matter and to be adaptable to increased scope of work.

Essential Skills:

A positive attitude to work

Good written and verbal communication skills

Attention to detail and accuracy

A team player attitude

Be receptive to feedback

Have a flexible approach to work and adaptable to change

The ability to manage their time to achieve daily and monthly goals

Be able to use their own initiative and make decisions

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Admiral Solutions

Software Development

Los Angeles

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Customer Care Specialist - Travel Operations