On behalf of our client, an Operational Travel Assistance Firm in Malta, GRS Recruitment are seeking a Contact Center Agent - French / Arabic / Italian Speaker. The Contact Center Agent is the main point of contact for clients through calls, emails or on-line chat, often in difficult circumstances, providing a professional and customer focused service ensuring assistance is provided where necessary. If you feel you meet the criteria, please apply for this Malta based role.
MAIN DUTIES AND RESPONSIBILITIES
- Act as the first point of contact for customers who are abroad and require assistance
- Registration and creation of new cases on the internal system (AMA)
- Inform the insured of the correct procedures in an empathetic and efficient manner
- Handle calls in a clear and concise manner, meeting Service Level Agreements
- Understand policy terms and conditions of the different insurance contracts
- Verify policies using database, when necessary
- Handle customer enquiries politely, meeting standards of customer service excellence specifically in the areas of travel and assistance
- Handle of expressions of dissatisfaction or complaints
- Complete administrative duties e.g. managing internal inboxes
- Capture of all relevant case information
- Pull together the work necessary to allow more complex cases to be decided upon and actioned, after technical or specialist input, quickly and on the basis of the relevant facts.
- Liaison with various internal departments
- Make a positive input to the team’s effectiveness, so that work systems and processes are altered and improved
- Ensure that all regulatory guidelines are adhered to, for example PCI, and any other applicable legislation
- Adhere to the Company’s procedure in accordance with the FCA guidelines and TCF (treating customers fairly)
- Compliant with the Data Protection Act 1998
- Support Managers to manage the key risks within your department
- Ensure that you conduct your role in accordance with AFC policy (to act honestly and with integrity) and to report any suspected incidents of fraud and corruption.
- Adhere to all Company Policies and Procedures, including Health & Safety, Equal Opportunities, Data
- Protection, Code of Conduct, Security, IT and Internal Control Financial Regulations
- Undertake any other duty or responsibility that may reasonably be allocated by your
- Manager/Company’s Senior Management Team
CANDIDATE PROFILE
- Have a flair for customer centricity
- Committed individuals who are results oriented
- Good planning and organisation skills in order to meet timescales
- Ability to identify problem issues and determine the appropriate course of action/redirection
- within department guidelines required to resolve issues
- Structured people who enjoy helping people always offering excellent service
- Good computer literacy
- Enjoying being part of a team and good team player
- Fluent in English (must for all candidates), Fluent in Italian OR Arabic OR French
- Previous experience in customer service environment
- Previous Assistance, Claims experience, preferably for an Insurance Company, would be advantageous
- A good understanding of FCA regulations and TCF
Due to the high volume of applications, we receive at GRS Recruitment, only shortlisted candidates will be responded to.