Overview

Customer Care Adviser

Location: Weybridge

Salary: £18,000 – £20,000

Working Hours: Monday – Friday 08:30 – 17:00. Weekend working may be required.

My client based in Weybridge is looking for a customer focused and enthusiastic candidate to join their team. The principal function of the customer care team is to help their customers and supporters with their enquiries, most of which involve the purchase of products and services or the changing of their policy details. The customer care team ensures that customers and prospective customers receive the highest level of customer service on the phone, by email or on live chat.

 

Main Duties and Responsibilities

  • Handling incoming enquiries from customers principally by telephone, email and live chat
  • Ensure 100% customer satisfaction with our provision of products and services
  • Stay up to date with changes to policies and processes
  • Occasionally handling customer complaints relating to policies and/or products and services
  • Take responsibility for the customer care response to customers on social media, particularly Twitter, Facebook and Instagram
  • Outbound customer calls as required – never sales calls
  • Providing customised quotes to prospective customers
  • Respond to Trustpilot reviews online
  • Produce a small number of postal communications using company templates
  • Working with our CRM system to process enquiries and provide feedback to our IT team on any customer feedback
  • Undertake a few administrative tasks related to keeping the office running smoothly
  • To be enthusiastic about the mission of the company

 

Experience Required

Experience in a customer facing role

Excellent spoken and written English

Excellent teamwork and ability to take ownership for tasks

Strong multitasking ability and able to work to deadlines

Good communication skills including a friendly telephone manner

Computer literate with MS office experience – Outlook, Excel and Word

Accuracy and attention to detail

Good time management

Ability to listen and resolve problems

Able to use own initiative

Insurance industry experience

Experience with CRM systems