Customer Service Representative
Abu Dhabi, UAE
Posted 8 days ago
Posted 8 days ago
Main Purpose of the Role: To provide a friendly and professional service over the telephone to our customers, dealing with a wide range of queries and resolving any complaints promptly and efficiently.
·Handle high volume inbound calls from our customers reporting road traffic accidents (First Notice of Loss / FNOL), providing exceptional customer serviceand meeting agreed SLAs, internal targets and call quality standards.
·Obtain, record and update customer information accurately into a bespoke database, following standard operating procedures.
·Provide accurate and timely updates to customers including proactive follow up and resolution of any outstanding issues.
·Provide a seamless service for customers, transferring calls to other departments as and when required.
·Make outbound calls to third parties, representing sopp+sopp in a professional manner.
·Manage and resolve customer complaints, escalating to a Team Leader / Call Centre Manager when necessary.
·Identify and escalate priority issues (Red Alerts) using agreed Company processes.
·Adhere to all relevant regulatory rules and guidance applicable to the role.
Qualifications, Skills & Experience:
·First class customer service skills and the ability to work with internal and external stakeholders at all levels
·The ability to deal with a high volume of calls and prioritisation skills
·Exceptional written and verbal communication skills
·Self-motivated individuals, able to make an immediate impact on our business by building rapport with customers
·Strong attention to detail with the ability to remain calm and enthusiastic
·A flexible attitude to work and changing demands
·The ability to thrive in target driven environments
·Previous contact centre experience
·Experience in using bespoke data systems