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Customer Service Advisor - Italian Speaker

💼 Graduate Job

Brighton & Hove

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Graduate Job

Customer RelationsBrighton & Hove

Description

  • Our Medical Assistance Coordinators (MACs) are the first point of contact for our customers across the globe who require medical assistance while travelling for leisure or for business.
  • Our MACs are customer centric, able to demonstrate empathy, are great at listening, have strong organisational skills with the ability to multi-task and prioritise, and they are fantastic team players.

Requirements

  • You don’t need previous contact centre or insurance experience as full training is provided, but you must be resilient, driven and self-motivated with a willingness to learn, and possess the following skills:
  • Fluent in French and English
  • Excellent written and verbal communication skills
  • Customer service experience
  • Ability to multi-task and prioritise workload to meet targets and deadlines
  • Good numeracy, literacy and attention to detail
  • Good problem solving skills

Area of Responsibilities

Customer Relations

Responsibilities

  • Liaise with customers and corporate clients over the phone and via email, many of whom will be in difficult and sensitive circumstances
  • Provide practical help and advice to customers who may be distressed or vulnerable
  • Coordinate medical assistance and emergency medical travel services for customers
  • Provide customer service support re policy cover, monitoring and reporting on patient status and coordination of travel emergencies,
  • Provide pre-travel advice, arrange medical appointments or hospitalisation abroad and coordinate air ambulances
  • Ensure all case handling is accurately documented in our system
  • Proactively handle escalated calls and ensure complaints are resolved
  • Work towards targets and key performance indicators (KPIs) to achieve business objectives
  • You will work an average of 38 hours per week on a rolling roster between the hours of 7:00pm and 7:00am Monday to Sunday (including some public holidays).

Details

Work type

Full time

Work mode

office

Location

Brighton & Hove

Benefits

  • Competitive salary and bonus scheme plus night shift allowance
  • 25 days annual leave, plus bank holidays
  • 2 paid volunteering days each year
  • Optional private health insurance (including access to Babylon virtual GP service)
  • Life insurance and income protection
  • Excellent non-contributory pension scheme
  • Cycle to work scheme
  • Employee discounts and cashback on thousands of retailers