Admiral Solutions: Customer Care Specialist

The Customer Care Representative is the face of the Admiral Group, who represent our organization and interact with its end-customers. The role requires the ability to fluently read, write and speak English Language, to offer best-in-class customer services thus helping retain our UK-based motor and home insurance policy holders. It also requires flexibility to work in a 24 * 7 work environment with 100% voice contributions, with an innate desire to learn and perform for our other Email and Webchat processes basis business requirements.

Mandatory Experience

Ideally should have spent a minimum 12 Months working for an International BPO or in a Shared Service environment, having an inbound-calling experience with international customers (preferably UK calling experience and in customer service processes).

Minimum Education: 10+2

Shift Timings: 6:30 AM IST - 2:30 AM IST

Working Days: 5 days working in the week

WFH (Work From Home) need assurance of a noise free quite/separate room providing an ability to work without interference, continuity and maintaining complete data integrity. There is a need for an existing stable Wi-Fi connection from a reliable telecom vendor having a minimum speed of 50 mbps and uninterrupted power supply.
WFO (Work From Office) - we do ensure that we take adequate safety precautions and remain compliant with government prescribed rules and regulations.

Role & its Responsibilities

Taking ownership of every customer call received with a smile, to resolve the queries offering a delightful customer experience and exceed expectations in terms of customer satisfaction
Managing Inbound calls with an aim to provide First Call Resolution (FCR) to customers
Handling customer queries, escalations, ensuring adherence to quality & compliance guidelines
Displaying ownership, accountability and demonstrate in-depth process/system knowledge
Solving for varied customer s queries by having a quick presence of mind
Learning ability to get cross-skilled on various insurance products and various channels - email, chat, voice.
Up-selling and cross-selling products as an offering to treat all customers fairly.

Ingredients to Success

Positively contribute to team by acknowledging others contributions and celebrating their success
Passionate about our Brand and Customer Service
Excellent communication skills
Unlearn and learn new ways of working
Do It The Right Way, The First Time for the customer
Mutual Respect
Accept change and feedback