Customer Care Representative
- Salary & Benefits
- Fixed CTC INR 4,25,000 + Exciting Incentives + Annual Company shares of £750 + Dividend on shares
- Job Advert Description
Job Description – Customer Care Representative (CCR)
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.
Summary of the role
The Customer Care Representative is the face of the Admiral Group, who represent our organization and interact with its end-customers. The role requires the ability to fluently read, write and speak English Language, to offer best-in-class customer services thus helping retain our UK-based motor and home insurance policy holders. It also requires flexibility to work in a 24 * 7 work environment with 100% voice contributions, with an innate desire to learn and perform for our other Email and Webchat processes basis business requirements.
Mandatory Experience – Ideally should have spent a minimum 12 Months working for an International BPO or in a Shared Service environment, having an inbound-calling experience with international customers (preferably UK calling 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
Salary- CTC INR 4,25,000
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.
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
Accept change and feedback
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.
- Closing Date