Webchat Adviser (sjl/wca)

Job type: Permanent, Full time

Location: Cardiff


Sector: Finance & Insurance

Job description

We're looking for a person who has a genuine passion for helping customers and resolving queries efficiently and effectively. The right person will also be committed to helping us achieve our goals and live the culture and values of the business.

Main responsibilities include:

Communicating with customers via online chat (primarily), email and telephone in support of insurance policy sales, administration and claims.

The ability to manage and set customer expectations whilst taking responsibility to ensure any outstanding actions are completed within promised timescales.

General policy administration and reconciliation.

Handling any initial customer dissatisfaction and overcoming objections whilst escalating when required.

Actively identifying areas where improvements could be made to the customer experience and support the implementation of these and any additional improvements.

Gain a comprehensive understanding of our products, systems and customer processes.

Ensure you understand and comply with company standards, procedures and relevant legal/regulatory requirements.

The personal skills and values we are looking for;

A genuine passion for helping customers.

A natural ability to be empathetic, patient and understanding.

The ability to trouble-shoot and work to resolve problems effectively.

An ability to communicate and explain potentially complex answers clearly and succinctly via various mediums

Be highly motivated to learn and develop, with an openness to feedback.

A positive attitude towards achieving and maintaining agreed individual and team service levels and performance targets.

Be able to work with numbers to explain insurance premiums and consumer credit.

Organised with strong attention to detail and accuracy to your work.

Comfortable with a fast paced and changing workplace as the company grows and evolves.

A competent and accurate typist due to primary customer contact method being online chat.

Be computer literate with knowledge of Microsoft Office.

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