Customer Care Specialist

Gigasure Services Limited; United Kingdom; Remote; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Work from home

Pension scheme

25 days holiday + Bank Holidays

Full training and coaching

Job summary

Gigasure Services Limited is seeking a Customer Care Specialist to provide high-quality support to customers in a remote role. You will handle inquiries via calls, live chat and emails, and update records accurately.

Training is provided along with a pension, 25 days holiday, and ongoing coaching to help you deliver excellent service and resolve issues efficiently while maintaining data protection standards.

Qualifications

• Experience in customer care is beneficial but not required.
• Excellent written and verbal communication skills.
• Strong IT literacy and ability to learn new software.

Responsibilities

• Handle inbound enquiries via calls, live chat and emails.
• Accurately record and update customer information in real time.
• Meet individual and team performance, quality and compliance targets.
• Manage pre-purchase queries, amendments and cancellations to policies.
• Ensure confidential information is handled in accordance with policies.

Skills

Customer service

Communication

Problem solving

Empathy

Organization

Attention to detail

Tools

MS Office

Job description

We are seeking an ambitious and enthusiastic Customer Care Specialist to join our award winning Insuretech MGA start-up. You will be responsible for delivering high-quality support to customers and our Customer Care team. The ideal candidate will have good problem-solving skills with a desire to continuously improve customer outcomes and have excellent organisational skills with the ability to prioritise tasks and meet deadlines. Previous experience within an insurance-based contact centre is desirable but not essential.

Key Responsibilities of the Role

• Working Monday to Friday. Our current operating hours are Monday to Friday from 8:45am to 5:15pm.
• Day to day you will be handling inbound enquiries from new and existing customers via calls, live chat and emails. You can expect to assist with 100+ unique contacts per day during busy travel periods.
• Accurately record and update customer information on our call centre systems in real time.
• Meet individual and team performance, quality, and compliance targets. Quality is scored based on a combination of key measures including data protection, regulatory compliance, information accuracy and soft skills.
• Managing pre-purchase queries as well as amendments and cancellations to existing policies from request through to completion.
• Performing regular monitoring and quality checks of the company’s customer facing systems and identifying any errors or bugs for correction and escalating issues for prompt resolution.
• Ensuring all confidential information is handled in accordance with applicable protocols, policies, and procedures.

About You

• Previous experience within an insurance-based contact centre is desirable but not essential.
• Passion for delivering great customer service and the ability to handle challenging conversations and resolve queries with empathy.
• Attentive and patient listener with strong written and verbal communication skills.
• Ability to accurately calculate and process adjustments and refunds on the fly, as well as accurately listen and record customer securely.
• Strong IT literacy including knowledge of MS Office. Are comfortable and confident learning and using various software packages.

What we Offer

• Work from home.
• Pension scheme with employer contributions.
• Full training and continuous coaching.
• 25 days holiday plus Bank Holidays