||Banking, Financial services & Insurance
The Full-time Assistance Coordinator role is at the forefront of the contact centre and requires an individual with a strong track record in telephone based customer service skills. The Assistance Coordinator, makes decisions in relation to insurance entitlements, liaises with members of the public (the ‘insured’), suppliers and teammates to provide roadside and home emergency assistance.
To handle customer enquiries politely and courteously
To provide back-up and support to the Home and Travel Claims team as required
Demonstrate a professional attitude at all times, towards work and fellow colleagues
Setting up of required assistances in accordance with our Service Level Agreement
Administration & preparation of QC’s
Carry out quality reviews
Detailed recording of each case
Control of costs
Liaison with the Networks team in the interests of providing superior service to our customer
Any other duties pertinent to the Assistance process as prescribed by Management
Any administration duties pertinent to the Assistance Process as prescribed by Management
This is not an exhaustive list and we expect the person to demonstrate their individuality & innovativeness and use any particular skills as the need arise.
Minimum 1-2 years previous experience working in a customer service environment, preferably in a contact centre environment
Demonstrated track record in handling the challenges of customer service positively and enthusiastically
Excellent written communication skills is a must (previous experience of corresponding with customers via email, letter etc.)
Ability to listen attentively and gather all relevant facts from the customer
Flexibility to work 35 hours per week over the 7 day period with shift times any time from 7am – 11pm
Efficient with MS Office
Salary is €20,400 p.a. pro rata but increases after probation to €21,420 p.a.