Assistance Coordinator - Bridgend, United Kingdom - Tokio Marine HCC

Tokio Marine HCC

Verified Company

Bridgend, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Job Title:

Assistance Coordinator

Location:

Bridgend, Wales

Contract Terms:

Full Time - Permanent - 35 hours per week

About us:

Due to our continued growth, we are looking for Assistance Coordinators to join our growing team of professionals.- Tokio Marine HCC is a leading specialty insurance group with offices in the United States, the United Kingdom, Europe and other locations.

Along with our competitive benefit package, we provide our employees a collaborative environment within which to gain the knowledge, skills, and experience that lead to a rewarding career.

The supportive and nurturing environment provides the potential for career growth and will allow you to take on the opportunity with confidence.

About the role:

To assist and participate in the day-to-day operations of the Global Response Centre to coordinate medical, repatriation of remains and travel assistance services.

This role will include taking inbound calls to set up new cases, assist with traveler queries and liaise with medical teams.

An exceptional level of customer care and empathy is expected within this role, due to the sensitivity of the cases.

Responsibilities:

Ensures allocated incoming calls/tasks are processed, maintained, and validated accurately
Identify and deescalate customer case concerns
Initiating proactive outbound communication to customers, service providers and clients to obtain necessary information for the successful resolution of enquiries
Maintaining a high level of responsiveness and efficiency in reaching a resolution in a reasonable timeframe
High Priority work to be correctly identified and prioritised
Communicating with customers and clients in a personalised, informative, courteous, and diplomatic manner, in order to build and maintain good rapport

Key Requirements:

Preferred education level
A-Level (grades A-C) or Core curriculum GCSE (grades A-B)
Motivated with excellent interpersonal and communication skills
Excellent telephone manner
Exceptional level of customer care
Demonstrates a willingness to work any such additional hours as reasonably required