Customer Care Specialist - Customer Hub

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

• Job Description – Customer Care Specialist - Customer Hub
  Admiral Group Plc. (UK) and Admiral Solutions (India)

  Know Us:

  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. Today we are an international financial services group offering home, van, and travel insurance as well as personal loans and car finance with customers in France, Italy, Spain, the UK and the USA. Headquartered in Wales in the UK, we are proud to be Wales’ only FTSE 100 company. We are proud to have a global presence with offices in Spain, Italy, France, USA, Gibraltar, Canada and India .We serve over 9 million customers worldwide in line with our purpose to help more people to look after their future, always striving for better together.
  In 2023 Admiral has been awarded as one of the World’s Best Workplaces™ in a list published by Great Place To Work®

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

  Since 2012, Admiral Solutions Gurgaon, Haryana, India, has its sole purpose defined to help our UK-based customers and global colleagues to leverage the time zone difference. Now with almost 11 years of experience, from 16 to ~2600 employees working with our different departments, we provide contact center support to our end customers. We have high standards of engagement culture and people practices, and this is testimony to the plethora of recognitions we have earned in the last couple of years. Here is the list of the latest ones:

  ➢64 in the Top 100 Companies to Work,
  ➢Top 75 Companies for Women to Work For
  ➢Top 25 Companies in the IT/BPM in Mid Size
  ➢India's Best Workplaces Building a Culture of Innovation by All - Mid-size
  ➢Top 100 IT-IT/BPM companies in Large Size
  ➢Best workplaces in Professional Services
  ➢Ranked 79th in India’s Top Large IT/ITES Companies 2024-25

  ➢India’s Top 10 Best Workplace for Women

  Why Work with Us?

  As part of our commitment to be an open, supportive, and inclusive workplace, we foster a healthy work- life balance. This makes our staff thrive in an environment which helps them grow professionally and personally.We have DEIB Council (Diversity Equality Inclusiveness & Belonging) which helps our staff to showcase and hone their alternative talents with likeminded peers. It also allows them the opportunity to improve their leadership and collaboration skills. Have a look at some of the employee benefits we provide:
  ➢Free Meals (while working from office)
  ➢Free Cab Services with App enabled booking & tracking.
  ➢Free Medical, Accident and Life Insurance
  ➢Annual £750 equivalent Company Shares to every staff member
  ➢Opportunity to earn performance-based monthly variable amounts, and additional pay-outs occasionally (subject to discretion of the department)
  ➢Opportunity to enroll in learning & development courses.
  ➢Opportunity to be nominated to travel to our global offices.
  ➢Opportunity to grow within the organization.

  Flourish your skills and talents by joining the DEIB community.

  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

  DOJ: 02-12-2024

  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.

  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

  E-mail: delhirecruitment@admiralgroup.co.uk or documents@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
• 01/12/2024