Customer Support Agent

Ripe Insurance; Manchester; On-site; GBP 22,000 - 30,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen engagierten Kundenservice-Agenten, der dafür sorgt, dass die Kunden exzellente Verkaufs- und Serviceerfahrungen erhalten. In dieser spannenden Rolle sind Sie dafür verantwortlich, Kundenanfragen über ein CRM-System zu bearbeiten, Live-Chats zu führen und sicherzustellen, dass alle Kundenbedürfnisse erfüllt werden. Sie arbeiten eng mit einem dynamischen Team zusammen, um die festgelegten Ziele zu erreichen und die Kundenzufriedenheit zu maximieren. Wenn Sie eine Leidenschaft für den Kundenservice haben und in einem sich ständig verändernden Umfeld gedeihen möchten, ist diese Position genau das Richtige für Sie.

Qualifications

• Nachweisliche Erfolge im Kundenservice und Erfüllung von Zielen.
• Erfahrung im Umgang mit mehreren Marken und CRM-Systemen.

Responsibilities

• Bereitstellung exzellenter Verkaufs- und Serviceerfahrungen über ein CRM-System.
• Bearbeitung von Live-Chats und E-Mails von Kunden.

Skills

Kundenservice

Zielverwirklichung

Kommunikationsfähigkeiten

Beziehungsaufbau

Organisationsfähigkeiten

Anpassungsfähigkeit

Education

Mindestens 5 GCSEs oder gleichwertig einschließlich Mathematik und Englisch

Tools

Microsoft Office (Word, Excel, Outlook)

Zendesk

CRM-Systeme

Job description

Department: Contact Centre, Underwriting Operations

Reports to: Administration Team Leader

Location: Ripe Head Office, The Royals, Manchester M22 4BJ

Job Purpose

The primary purpose of the Customer Support Agent is to provide excellent sales and service experiences to existing and potential customers via a CRM system handling live chat and emails.

Principal Accountabilities

• Provide excellent sales and service experiences to existing and potential customers via a CRM system.
• Handle a range of live chats and emails including new and potential customers, customer service enquiries, and renewing existing customers.
• Retain customers who wish to cancel and follow the appropriate procedures for cancellation using the CRM system.
• Work with the team and management to ensure set targets are achieved and exceeded through monthly KPI’s.
• Develop a full and complete knowledge of assigned brands using learning tools provided.
• Keep up to date with all changes to existing products within your assigned brands along with new products that are introduced and made available to you.
• Keep up to date with necessary regulatory and compliance requirements through learning tools provided, taking ownership for maintaining up to date standards.
• Act as a first point of contact for external calls into the business, handling and directing them to the correct team.
• Take calls where required to ensure the achievement of both percentage of calls answered (PCA) and service level agreement (SLA) targets.

FCA Consumer Duty Responsibilities

Products and Services

• Ensure that all activities related to products and services support the provision of customer-orientated products and services that are appropriately distributed to the identified target market.

Price and Value

• Provide information to the customer so that they understand the breakdown of charges and validity period.
• Ensure that all correspondence with customers provides clear details of the price.
• Ensure that all activities ultimately provide customers with the information they need, at the right time.
• Ensure information is presented in a way that customers can understand, allowing them to make informed decisions and pursue their financial objectives.

Consumer Support

• Ensure that all activities support the needs of the customers, enabling them to realise the benefits of products and services and act in their interests without undue hindrance.
• Keep accurate records of all contact with customers to ensure that promises can be kept and actions taken to support the customer.
• Identify and react to vulnerabilities promptly.
• Ensure that all activities, either directly or indirectly, ensure fair treatment of customers.

Experience Requirements

• A proven track record in a customer-facing role within a team, providing excellent customer service.
• Demonstrated success in meeting targets and SLAs.
• Outstanding customer service abilities including listening, questioning, and rapport building.
• Experience in working with multiple brands.
• Previous experience within the financial services sector.
• Good working knowledge of Microsoft Office including Word, Excel, and Outlook.
• Confident and fluent typing skills.
• Experience using live chat applications or CRM systems.
• Knowledge of working with the CRM system Zendesk.

Personal Attributes

• Strong organisational skills with the ability to work methodically to meet deadlines.
• Collaborative and willing to listen to others’ ideas, with a willingness to share knowledge and recommend and implement improvements.
• Excellent relationship building skills with the ability to establish rapport and build relationships at all levels.
• Adaptability to change with a proven ability to thrive in dynamic environments.

Professional Requirements

Educational Requirements

• A minimum of 5 GCSEs or equivalent including Maths and English.