Customer Care Consultant - Cardiff - Ritz Recruitment

    Ritz Recruitment
    Ritz Recruitment Cardiff

    19 hours ago

    Default job background
    Description

    Customer Care Representative

    We are seeking a skilled and customer-focused individual to join our Customer Care team.

    The Role

    The Customer Care department handles customer inquiries and concerns via phone, email, and live chat. Responsibilities include:

    • Handling inbound calls regarding insurance policies and accurately recording the outcome of each contact.
    • Managing customer service inquiries in line with our customer service goals.
    • Supporting the Sales Department by taking overflow sales calls if required.
    • Developing skills to progress through the Customer Care department and providing feedback on processes, policies, and products to improve the business.

    Key Responsibilities

    Additional key responsibilities include:

    • Acting with integrity, due care, skill, and diligence.
    • Being open and honest with regulatory bodies.
    • Paying due regard to the interests of customers and treating them fairly.
    • Maintaining a professional and courteous manner towards colleagues, customers, and clients.
    • Working within our regulatory framework and adhering to our Quality Assurance Programme.
    • Complying with housekeeping rules contained within the Staff Handbook.

    Person Specification

    Applicants should have:

    • Experience in a call centre environment in a similar role.
    • Experience dealing with customer complaints both verbally and in writing is desirable.
    • Use of Live Chat or a similar system is desirable.
    • Excellent communication skills, both written and verbal.
    • A commitment to excellent customer service and a willingness to go the extra mile to ensure customer satisfaction.
    • A professional telephone manner.
    • Attention to detail with a focus on achieving first-time quality.

    Working Hours

    The Customer Care department operates from:

    • Monday to Friday: 8:30 am - 8:00 pm.
    • Saturday: 9:00 am - 5:00 pm.
    • Sunday: 10:00 am - 5:00 pm.
    • Bank Holidays: 10:00 am - 4:00 pm.

    Flexibility to work weekends and early evenings on a rota basis is essential.

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