Customer Service Advisor

Job description

An exciting opportunity has arisen to work as part of AXA Assistance as a Customer Service Advisor.

As a Customer Service Advisor, your role will be focussed on providing advice to customers/partners in the provision of emergency vehicle/home assistance services, to customers of AXA Assistance clients in the UK. As a Customer Service Advisor, you will be liaising with our approved suppliers and contractors throughout the UK.

The AXA Assistance Group is an international network providing services for corporate and individual clients. The AXA Assistance Group has a presence in over 30 countries covering five continents, with a workforce in excess of 2500.

AXA Assistance itself currently has approximately 350 employees based at the Redhill office.

Responsibilities

To Deliver High Quality Customer Service

• Understand and use the necessary programmes, applications and IT software systems
• Provide relevant and accurate information to every customer/partner on every call based on appropriate protocols, professional expertise and training.
• Ability to use initiative as well as all information resources available
• Ensure the customer expectations are met and exceeded on every call so as to successfully complete every case
• Know when to refer to colleagues and / or managers
• To understand and apply the AXA Assistance UK complaints and compliments procedure To Deliver an Efficient Service
• Be proficient in all relevant IT applications / telephony to ensure case records are accurately maintained
• Call queuing awareness and willingness to respond appropriately at times of service pressure
• Answer calls adhering to standard response times protocols etc
• Accurate and timely completion of case notes/ logs / diaries for each customer
• Ensure all parties relevant to the provision of effective assistance are correctly notified and updated on a regular basis
• Process cases in accordance with department procedures and agreed authority levels
• Deployment of cases to appropriate and approved suppliers

To Work as an Effective Team Player

• Understand and demonstrate the culture and values within AXA Assistance
• Be aware of the structure and work of other teams and functions
• Proactively organise daily work, breaks and handover
• Know the strengths and weaknesses of colleagues
• Support and help colleagues
• Build effective communication skills with colleagues and managers
• Support call handling activity in other areas during times of high demand
• Carry out any other tasks as agreed with line managers

To Build Personal and Professional Development

• Maintenance of relevant professional qualification / accreditations.

What we need from you

• Excellent customer service skills
• Appropriate qualifications / accreditations (where necessary)
• Excellent communication skills
• Willingness to take initiative to solve problems to ensure our customers are treated fairly
• A proven ability to manage conflict and difficult customers
• The ability to work under pressure and to customer deadlines
• Excellent organisational and time management skills
• To be a team worker
• Flexibility
• The ability to get things done / deliver results to agreed customer standards
• Keyboard skills

What you’ll get in return

• Competitive salary plus annual bonus
• Fantastic opportunities for internal progression
• Company Pension Scheme
• Family Travel Insurance
• Motor Breakdown Insurance
• Home Emergency Insurance
• 24hr Access to the Company Concierge Service
• Private Medical Insurance
• Life Assurance
• Company Shareplan