Customer Care Representative-Travel
- 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, Canada and India with over 9 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 1700+ employees working with our Services, Loyalty, Claims, 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 35 in the Top 100 Companies to Work, Top 25 Companies for Women to Work For, Top 25 Companies in the IT IT-BPM domain in GPTW companies list, Recognition for being best in the industry, Top 25 for building the culture of innovation and Rank 19 amongst India’s Great Mid-Size Workplace 2023.
We believe in giving back to the society by following various CSR activities for employment and helping the under-privileged and the welfare of our employees coming from the different walks of life. Admiral Solutions also has host of clubs to meet your alternative skills like singing, dancing, art & craft, gardening, cooking and the list continues.
Summary of the role
As an Admiral Travel Insurance Consultant, you’ll be expected to deliver an exceptional level of service to everyone you speak to.
You’ll be responsible for making sure that our customer’s first experience of us is an excellent one and that the same level of service is provided at every point of contact after that.
You’ll provide information, accept policies ensuring the customer has cover to meet their needs, problem solve and make changes for both existing policyholders and new customers alike.
You’ll need to ensure any problems are resolved quickly and professionally and strive to retain customers who may be considering leaving us at renewal.
You’ll be expected to follow department guidelines and procedures considering FCA requirements.
There is an opportunity for the scope of work to expand, covering further Travel functions & channels and subject matter during the team’s lifecycle, which will come with the appropriate training
Minimum Education: 10+2
Experience: Min of 2 years of experience in an International Contact Centre, Travel Insurance experience is preferred
Shift Timings: 6:30 AM IST - 2:30 AM IST
Working Days: 5 full days a week / 4 full days + 2 Half Day shifts
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
Experience/ Skills Required
To be available to process correspondence/undertake telephone duties for 7.5 hours per day, unless part time hours have been agreed. Answer phone calls to ensure our customers receive a first-class service whilst attempting to either retain the business, amend a quote/policy as required and up-sell ancillary products.
To ensure work is dealt with accurately and follow up when necessary. This would include updating policy diaries within the agreed time scale.
To ensure that sickness is kept to a minimum and reported as per the guidelines in the big book. To be punctual at all times, logged in and available to take calls at the start of each shift.
To resolve customers complaints in the first instance and to follow the complaints procedure for escalation.
To play an active role in the development of new ideas and procedures and to contribute positively to the culture of the Travel Insurance Department.
To be always professional and mature, on the phone and while you are in the department or representing the department after work hours. To always show consideration and respect to your colleagues and your environment. This includes general housekeeping and ensuring workstations are neat.
To maintain and build on the team’s working relationship with other teams and departments.
To take an active interest in your individual and department results and be aware of how you can contribute to improving the scores each month.
To help maximise conversion rates, retention rates and service levels at all times and ensure that you are giving the best service possible to all our customers.
To attend regular team meetings and make a positive contribution, promoting a culture that ensures communication is two-way and open and honest.
To ensure that any problems you identify during your working day are flagged up immediately to your TM/SCR, however make decisions relevant to the training you have received.
To be self-motivated, demonstrate an organised and methodical approach to your workload and voice ambition and own objectives so reaching these can be supported by your TM/SCR
To be flexible to change including workload, subject matter and to be adaptable to increased scope of work
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