Customer Care Team Senior
1 week ago
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Area of Expertise: Customer Services & Claims
Employing Entity: AWP Services New Zealand Limited
Job Type: Full-Time
Employment Type: Permanent
ID: 49987
.
The Customer Care Team is a telephone and email based team who assist our intermediaries and customers in the quoting, sale and administration of our policies. The Customer Care Team Senior is instrumental in providing comprehensive support to the Team and the Team Leader to help deliver exceptional customer service, advice and support to our partners and customers.
Key responsibilities include:
- Relief cover in the event that the Team Leader is unable to attend to duties ie. periods of annual or sick leave, cover for prearranged meetings or out of office situations
- Assist the team to respond tothe high volumes of incoming phone calls and emails within specified timeframes
- Monitoring and reporting when required on the contact centre communication channels ie. Customer Services email inbox and call queues
- Must be able to build up a good rapport and trust with the team, customers/partners
- Provide accurate, valid and complete information to the team, partners/customers
- Handle complex and escalated customer queries and complaints by being able to identify problems, research solutions and implementing corrective actions
- Identify to the Team Leader possible areas of improvement within the Customer Services systems and processes
- Assist with the investigation and audit trail queries with regards to escalated claims
- Assist with investigating internal feedback and escalations
- Assist with monthly quality assurance of calls and emails as per requirements
This role is to ensure we provide the support to the Contact Centre team, and ensure that optimal customer service is being delivered to our customers.
As the successful candidate you will be able to show:
We are looking for a Team player who:
- Can work at our North Shore, office location
- Loves people – This person genuinely enjoys helping the people by answering questions, providing guidance and support to the team as well as handle queries and difficult situations
- Excellent communication skills are a must – we are looking for someone who is friendly, loves to collaborate within a team environment, is patient and displays high levels of empathy and care
- Manage and prioritise multiple tasks and projects efficiently
- Is an active listener who uses their initiative to think outside the box and problem solve
- Someone who resilient, adaptable and able to remain calm in challenging situations
- Intermediate level of Microsoft Office 365, Teams, Excel, Word
- Someone who can work to a pace with attention to detail
- Minimum of 2 years experience in the Insurance industry
49987 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
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