Customer Service Advisor - £17,500 - Redhill, Surrey - Axa Travel Insurance - Redhill

Job description

AXA Travel Insurance are looking for russian speaking Customer Service Advisors to join our International Medical Assistance Team.

The annual salary for this role is £17,500.00 per annum, plus a 15% shift allowance and a £500 language allowance which makes a total remuneration of £20,625.00 per annum.

The hours for this role are 7am - 3pm, Monday to Friday.

Job purpose

To provide medical assistance & advice to customers / partners of AXA Assistance anywhere in the world.
To exercise cost control and awareness of insurance terms & conditions for AXA clients.
To assess customers needs and co-ordinate with the Medical Team to create appropriate/efficient Action Plans/Recommendations.
To plan and arrange worldwide repatriation of AXA customers.

Responsibilities

Support & training to all medical teams & operational teams as required
Encourage close working liaison between operations & medical teams by:
Giving clear case management plans
Explaining medical situations to staff, clients and customers as required
Advising on medical claims decisions
Actively adding to safe, cost effective service delivery
Encouraging excellent communications to all job interfaces
Ensuring that all protocols for the delivery of good customer service are kept current, compliant with regulation and that they are adhered to
To adhere to the first notification of loss claims process
To work closely with the Mauritian office to ensure the cases are prioritised and consistent service is provided outside of office hours.

Person specification: Essential Skills:

Excellent standard of written English and Russian, supported by relevant skills and experience against key requirements of role.
The sensitivity and empathy to deal with customers who may be distressed by their medical problems and/or those of their relatives.
Computer literate. (Mainly using Word and Excel)
Excellent customer service skills
Excellent communication skills
Willingness to take initiative and use judgement to solve problems and case work
Excellent organisational and time management skills
Ability to demonstrate a highly professional work ethic in line with core AXA Assistance values and AXA Leadership Framework behaviours (for example, Team Spirit, Professionalism)
Flexibility
The ability to get things done / deliver results to agreed customer standards
Excellent keyboard/talking & typing skills
Pressure absorption, at times you will be under a great deal of pressure through seasonal workloads. You will need to be able to deal with situations calmly and still focus on delivering great service.
Team skills, you will need to work with several departments to ensure that you support the department in reaching its full potential, so it is essential that you are able to communicate efficiently with each department and demonstrate flexibility in this role.

Desirable:

CII part or fully qualified
Experience of working in general health/insurance/assistance markets
Previous experience of a medical assistance call centre or similar environment / telephone based work
Competency with and ability to use effectively standard software packages, including Word and Excel
Good standard of Worldwide geographical knowledge
Language skills - 2nd European language an advantage