Customer Service Advisor - Pt & Ft

Axa Partners Credit & Lifestyle Protec

Athlone, Westmeath

Join a winning team and build a future with AXA Assistance. Delivering the outstanding service our customers expect, only better. Giving help to customers, when and where they need it most. That’s exactly what we do at AXA Assistance, a business providing an international network of assistance and services for corporate and individual clients alike. It’s all about solving problems and building strong relationships – and that takes talented professionals who care as much as we do about treating our customers fairly. Customer Service Advisors –part time and full time. Thanks to a rapid increase in demand for our services, we are now looking to strengthen our successful team in Athlone. If you enjoy using your initiative and want the opportunity to develop your skills, we can promise you a career environment of exceptional variety and potential. We work a variety of hours and shifts, including part time mornings, part time evening, days and night shifts. Job title: Customer Service Advisor - Ireland. Reporting to: Team Managers. Department: Operations. Job purpose. To provide advice to customers and /partners in the provision of emergency vehicle/home assistance services, to customers of AXA Assistance clients in Ireland and the UK. Liaising with our approved suppliers and contractors throughout Ireland, the UK andother countries. 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 Ireland complaints and compliments procedure. To Deliver an Efficient Service. 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 asan 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 learning and development needs and any professional qualification/accreditations (such as APA/CIP where required in line with business/job needs. Standard elements for all employees including managers and directors: You are required to adhere at all times to all and any regulatory requirements that apply to AXA Assistance Ireland. In the course of your duties, you are required to always consider the needs of the customer and how best you can serve them. Person specification: Essential Criteria. Excellent customer service skills. Excellent telephone manner. Appropriate qualifications / accreditations (where necessary. Excellent written and verbal communication skills. Willingness to take initiative to solve problems. 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. Desirable Criteria. Previous experience of working in general / insurance assistance markets. A recognized insurance qualification such as APA/CIP. Previous experience of a call centre environment / telephone based work. A good competency level and effective understanding of using standard software packages, including Word and Excel. This job originally appeared on RecruitIreland.com.

2137 days ago