Job Overview:

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, for Pet insurance.

Role and Responsibilities:

• Answer product and cover queries from customers via live webchat, email, and social media
• Deliver 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 on 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.
• Must be willing to work from office.

Essential Skills:

• Excellent grammar and written skills.
• Ability to build and nurture relationships with customers in written format.
• Strong written and verbal communication skills (English).
• Insurance sector experience, regulated industry experience and medical language awareness will be an advantage.
• Webchat and email experience or experience in Zendesk or any other CRM tool.
• Experience in working in a customer service environment.
• Efficient and effective online interaction with international customers.
• Fluency in English (verbal and written).
• Confident with technology and ability to use multiple systems.
• Committed and passionate about service delivery.
• Ability to make decisions and a problem solver.
• Ability to work independently.
• Resilience skills.

Desirable Skills:

• Previous experience Pet Insurance or Vet background