Customer Service Representative

Role Overview

• Collaborating with your head of area you will develop your own objectives, focusing on the following and more:
• Provide office-based support for your assigned International Sales Consultant and the International team.
• Support the day to day running of the client portfolio, including all client and provider interactions.
• Setting up and supporting actions for policy renewals.
• Develop, maintain and cultivate a constructive and professional relationship with Sales Consultant, Clients and Insurers at all levels.
• Be the first point of contact for day-to-day administration from clients, providers and other internal and external sources.
• Independently respond to queries from both clients and insurers in a pro-active manner, meeting agreed SLAs and keeping all parties updated.
• Co-ordinate administration of schemes, including invoicing, accounts, client queries, claims, underwriting, rehabilitation support services & communication material
• Proactively initiate and manage the gathering of all relevant data for each client’s scheme renewal and always ensure accuracy and assist with the analysis of data as required.
• To pro-actively seek, recommend improvements to processes and service, participate fully in the implementation within the team and be an advocate for change
• Prepare template client reports as requested by the Sales Consultant.
• Ensure that any correspondence received and issued is checked for discrepancies and challenge as appropriate.
• Ensure that client records and in house system is always kept up to date including new business, retention and financial information.
• Support Sales Consultants with new business opportunities, ensuring a first class, first impression to the client.

Requirements

• Professional client focused approach
• Strong personable telephone manner
• Analytical and good judgement
• Exceptional effective verbal and written communication skills
• Well organised and can respond well under pressure and meeting deadlines
• Working well as part of a team as well as being able to work for periods using own initiative
• Experienced in using Microsoft Office Programs
• Efficient and Reliable