Customer Care Representative - Digital

• Salary & Benefits
• Fixed CTC INR 4,25,000 + Exciting Incentives + Annual Company shares of £750 + Dividend on shares
• Location
• Gurugram
• Job Advert Description

• ob Description – Digital Messaging Representative

  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 car, 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. When you join Admiral Solutions, you join ~11000 family members worldwide with one common goal of delivering brilliant Customer Experience every day.

  Since 2012, from Gurgaon, Haryana, India, we give support to our UK-based customers and global colleagues. Now with almost 10 years of experience, from 16 to ~700 employees working with our Services, Loyalty, New Business, and other departments, providing contact centre support to our end-customers. We have high standards of engagement culture and people practices that is proven with our many awards such as 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.

  Summary of the role

  As a digital messaging representative, you will engage with our customers, provide excellent service, and answer insurance related queries through our online messaging service. You will read customer requests and respond articulately through digital written communication.

  You will undertake training and be expected to learn about insurance and the products we offer and understand our online journeys so you can support the customers if they need help navigating the website or using our online self-service options.

  The role requires the ability to fluently read and write English language and respond effectively and efficiently through typing. You will need to understand customer queries and ask relevant questions to ensure the customer needs are fully explored and met with fair outcomes.

  There will be an expectation for you to take on board feedback and coaching to continuously improve quality, performance and output, and work towards agreed targets that promote customer and business standards.

  You will need to become confident in using your online Agent Workspace to work through your queue of messages simultaneously and navigate yourself through this space with ease. Online chatbots will support you by obtaining information from the customers to make the experience quicker and consistent. You will need to read and understand the detail passed to you from the chatbots so that the customer doesn’t need to repeat information and has a seamless experience.

  The Digital core teams will welcome your feedback and ideas of how we can improve the messaging and online experience for our customers, and you will help shape the future as we grow our messaging footprint and functionality.

  Mandatory Experience – Ideally should have spent a minimum 8 - 12 Months working for an International BPO or in a Shared Service environment, having messaging experience with international customers (preferably UK experience and in customer service processes).

  Minimum Education: 10+2

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

  Working Days: 5 days working in the week

  DOJ- 3rd October 2023

  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 message to resolve the queries and offer excellent customer experience.
  Managing messages 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.
  Learning ability to become cross-skilled on various insurance products.

   

  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
  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- Career.admiralsolutions.in/vacancies

  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
• 30/09/2023