Description: To act as first contact within our digital operations. The member will be responsible for dealing with the day-to-day enquiries from customers via live web chat, email, social media, and WhatsApp across all our travel brands.

Key Responsibilities

• Answer product and cover queries from customers via live webchat, email, and social media
• Deliver an outstanding customer service on every email and chat to exceed customer expectations and provide the best customer experience possible.
• Ability to multitask and manage up to 3 webchats simultaneously without compromising quality.
• Support and guide customers to remain in an online journey.
• Deflect telephone calls from the call center
• Identify opportunities to enhance the customer experience or internal processes and feed back to relevant team and stakeholder.
• Provide a positive first-time resolution and customer satisfaction

About you

Essentials:

• Digitally savvy with experience supporting customers via email, or webchat.
• Organization skills – ability to multitask.
• Great teammate who is self-motivated and can work independently in a fast-paced constantly evolving digital environment.
• Champion the customer by providing valuable feedback to support continuous improvement.
• Excellent written communication skills.
• Confident with technology and using multiple system.
• Experience of working in a regulated environment.
• Experience in webchat or email with a customer service focus.

Desirables:

• Experience using the Zendesk Platform.
• Experience working for a FCA regulated organization.