Vacancies

Customer Assurance Executive

  • Salary & Benefits
  • CTC upto INR 6,00,000 + performance based variables + Annual Company shares of £750 + Dividend on shares
  • Location
  • Gurugram
  • Job Advert Description
  • The history of Admiral Group (AGp), UK is one of growth, profitability, and innovation. Admiral launched in 1993 with just one brand, zero customers and 57 members of staff. It offers home, van, and travel insurance as well as personal loans and car finance in the UK, and has operations in Spain, Italy, France, US, Mexico, Turkey, Canada and India with over 6.5 million customers worldwide.

    At Admiral Solutions (Branch Office of AGp), we truly believe that customers and the front-line staff are at the heart of everything we do. It is the customer who sign our checks, and then it is the front-line staff that makes it happen for us. When you join Admiral Solutions, you join ~11000 family members worldwide with one common goal of delivering brilliant Customer Experience each and every day, right from the first call or interaction of the day.

    Since 2012, from Gurgaon, Haryana, India, its sole purpose is to help our UK-based customers and global colleagues to leverage the time zone difference. Now with almost 10 years of experience, from 16 to ~700 employees working with our Services, Loyalty, Quality Assurance and other departments, do provide contact centre support to our end-customers. We have high standards of engagement culture and people practices, and we have been winning accolades since long, while recent ones being #64 in the Top 100 Companies to Work, Top 75 Companies for Women to Work For and Top 25 Companies in the IT IT-BPM domain in GPTW companies list.

     

    Customer Assurance Executives

    Customer Assurance are looking for talented people to join the department as a Customer Assurance Executive.

    Executives who enjoy speaking to customers to help achieve the right customer outcome.

    Job description - Main Duties

    *             Take ownership of customer’s concerns and provide an individual service

    *             Complete full investigations for all complaints received

    *             Make considered and balanced decisions

    *             Respond to complaints from customers by telephone and in writing

    *             Understand and meet all complaint handling deadlines, both regulatory and internal

    *             Update Vectus, Guidewire or I90 so full complaint records are visible

    *             Handle complaint calls received via the feedback line or referred from the call centers

    *             Use findings from complaints to suggest ways of reducing them

    Skills needed:

    *             To be able to communicate well verbally

    *             To be able to write clear and detailed letters with a professional tone

    *             To have a working knowledge of Excel and Word

    *             To be able to independently organize, priorities and manage workload

    *             To have an approach to complaint handling which demonstrates an open mind, leading to balanced

    and fair decisions through investigations.

    *             To be able to identify where our service can be improved and to suggest solutions or ideas for

    improvement

    *             To be able to work to and exceed targets, while having a flexible and cooperative approach to team

    work

    Mandatory Experience – Ideally should have spent a minimum 12 Months of escalation handling experience in a BFSI program.

    Minimum Education: 10+2

    Shift Timings: 6:30 AM IST - 2:30 AM IST

    Working Days: 5 days working in the week

    CTC: Upto INR 6,00,000/-

    DOJ: 12-Sep-2022 (Monday)

    Location: Flexibility to work both from home and office basis business requirements (fully vaccinated)

    WFH (Work From Home) – need assurance of a noise free quite/separate room providing an ability to work without interference, continuity and maintaining complete data integrity. There is a need for an existing stable Wi-Fi connection from a reliable telecom vendor having a minimum speed of 50 mbps and uninterrupted power supply.
    WFO (Work From Office) - we do ensure that we take adequate safety precautions and remain compliant with government prescribed rules and regulations.

     

    Employee Benefits:

    Free Cab Services (both sides for now, can change to 8.00 PM to 8.00 AM)
    Free Meals (while working from office)
    Free Medical, Accident and Life Insurance
    Annual £750 equivalent Company Shares to every staff member
    Opportunity to earn performance-based monthly variable amounts, as per department guidelines, and more pay-outs from time to time (subject to discretion of the department)
    Many more of employee-friendly benefits

     

    Role & its Responsibilities

    Taking ownership of every customer call received with a smile, to resolve the queries offering a delightful customer experience and exceed expectations in terms of customer satisfaction
    Managing Inbound calls with an aim to provide First Call Resolution (FCR) to customers
    Handling customer queries, escalations, ensuring adherence to quality & compliance guidelines
    Displaying ownership, accountability and demonstrate in-depth process/system knowledge
    Solving for varied customer’s queries by having a quick presence of mind
    Learning ability to get cross-skilled on various insurance products and various channels - email, chat, voice.
    Up-selling and cross-selling products as an offering to treat all customers fairly.

     

    Ingredients to Success

    Positively contribute to team by acknowledging others’ contributions and celebrating their success
    Passionate about our Brand and Customer Service
    Excellent communication skills
    Unlearn and learn new ways of working
    Do It The Right Way, The First Time for the customer 
    Mutual Respect
    Accept change and feedback

     

    Contact Us

    Admiral Solutions (EUI Limited), 4th and 5th Floor, Building 6 B, Gurgaon Infospace IT/ITES SEZ, Candor Techspace, Dundahera, Sector 21, Gurgaon, Haryana - 122016, India 

    Please note that the recruitment team is working from home, there will be no walk-in’s

    Contact Us- manish.batra@admiralgroup.co.uk OR careers.india@admiralgroup.co.uk 

    Admiral Solutions is an equal opportunities employer and makes employment decisions without any bias to race, colour, religion, sex, sexual orientation, gender identity, and disability. All candidates applying are subject to successful completion to background verification checks.

     

    To know more about us, feel free to visit the below websites for more information.

     

    www. admiralgroup.co.uk
    www. www.admiralsolutions.in
    www.admiral.com

     

  • Closing Date
  • 09/09/2022