Customer Support Specialist

About the role

To respond appropriately to all customer enquiries and ensure that administration and policy servicing is carried out accurately, on time and to the agreed service levels. 

Main responsibilities and duties:

• Handle all retention & renewal calls, both inbound and outbound, to ensure optimal rate of retained and renewed policies
• Outbound calling including but not limited to; retention and renewal, breeders, requesting information for claims and underwriting of new policy applications
• Objection handling including but not limited to; policy cancellations, premium increases, claims decisions
• Answer all Customer incoming calls efficiently, professionally and at all times promoting Agria Pet Insurance
• Support and advise Sales and Customer Service agents with complex queries
• Escalation point for complex queries and carry out required investigations to find satisfactory resolution
• Respond to customer enquiries appropriately, ensuring all documentation is professional and accurate
• Handle any calls that overflow from Sales or Customer Service to maintain required service levels
• Deal with and attempt to resolve customer complaints
• Record and maintain accurate policyholder information using the in-house computer systems
• Provide and maintain exemplary levels of customer service at all times
• Maintain an expert working knowledge of all policy terms and conditions
• Ensure all company and departmental policies and procedures are adhered to at all times
• Carrying out additional duties as requested by management to meet business requirements
• Attend training, meetings and company events
• To comply with Health and Safety policies and procedures

N.B: This job description is designed to outline a range of main duties that may be encountered. It is not designed to be an exhaustive list of tasks and can be varied in consultation with the post holder in order to reflect changes in the job or the organisation. 

Key skills and attributes:

• Effective questioning and listening skills
• Good organisational and interpersonal skills
• Ability to work under pressure and to tight deadlines
• Computer literate (MS Office) with keyboard skills
• Precise comprehension and ability to communicate clearly in both verbal and written form
• Ability to work to agreed performance targets
• Ability to work independently and as part of a team
• Takes ownership by using Initiative and problem solving
• Enthusiastic and with a passion to achieve positive results
• Proactive attitude to learning new things and a fast learner
• Ability to cope well under pressure with determination and perseverance
• Ability to demonstrate flexibility regarding working hours in order to meet business needs
• Versatile, with the ability to adapt quickly to the changing needs of a rapidly developing business

Desirable qualifications and experience:

• Strong working knowledge of all product Terms & Conditions
• Expert knowledge of Agria products, both current and historic
• Educated to GCSE level or equivalent
• Strong customer service skills essential
• Previous experience in a customer facing role desirable
• Proven track record of meeting agreed performance targets
• Reliable with a sense of responsibility essential
• Enthusiastic, flexible with the desire to succeed
• To have a genuine interest in the health and wellbeing of animals.