Role Overview
This is an initial 6 month temporary contract for a native Italian speaker living in Dublin who is looking for a customer service/administrator position located in Dublin City Centre. It is required to be onsite once a week.
The Operations Executive is responsible for providing an outstanding level of service by answering phone and emails queries related to claims, complaints and for supporting operationally Business Partners.
Duties & Responsibilities
To efficiently answerphone calls and emails from customers and Partners. Being proactive in supporting the implementations of processes and procedures with the aim of streamlining processes and procedures and provide business support on all operational aspects within your team and your department.
Customer Service:
- Answer incoming calls, assess the urgency of the call, appropriately prioritize and escalate if necessary according to established procedures to ensure optimal quality customer service.
- Perform outbound to customers and Business partners when necessary after Supervisor approval
- Maintain call accepted rate within SLA
- Ensure calls are answered within SLA
- Ensure timely follow up is completed on all post call administration
- Ensure quality answers are provided to customers and a level of professional response is provided at all times
- Maintain an individual internal quality level > 95% on a monthly basis
Premium Refunds:
- Prepare a premium refund file from the portfolio production file received.
- Ensure the correct letter confirming the refund of the premium and the termination of cover is sent to the customer.
- Liaise with customers and Partners through phone or e-mail in case of missing information.
- Check monthly reporting per partner for its accuracy and completeness.
- Maintain an individual internal quality level > 95% on a monthly basis
- Perform any other activities related to life of the contract.
Experience and Qualifications:
Profile/Skills:
- Any relevant qualification
- Experience in Claims handling, Complaints resolution would be an advantage
- Minimum 2 years' experience in customer service required
- Good organisation and administration skills
- Strong customer service skills/customer oriented
- Fluency in both Italian and English
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.
