Customer Service Specialist/Call Centre/CSR

Job Description:

We are seeking a highly skilled and experienced Customer Service Specialist to join our dynamic team in a fast-paced call center environment, specializing in insurance. The ideal candidate will have a minimum of 1 year of call center experience and possess excellent interpersonal skills, including empathy, reliability, trustworthiness, and a pleasant and engaging demeanour.

Responsibilities:

• Provide exceptional customer service to clients via inbound and outbound calls, addressing inquiries, resolving issues, and providing accurate information regarding insurance policies, coverage, claims, and billing.
• Utilize active listening and empathy skills to understand and address customer concerns, ensuring a positive and satisfactory resolution.
• Maintain accurate and up-to-date customer records, documentation, and information in the company's systems.
• Collaborate with cross-functional teams, including underwriters, claims adjusters, and sales representatives, to ensure seamless customer service experience.
• Meet or exceed performance targets, including call quality, call handling time, customer satisfaction, and other key performance indicators (KPIs).

Requirements:

• Minimum of 1 year of experience in a call center environment, preferably in the commerical insurance industry.
• Excellent interpersonal skills with a high level of empathy, able to understand and address customer concerns in a compassionate manner.
• Reliable and trustworthy, able to handle sensitive customer information with utmost confidentiality.
• Pleasant and engaging demeanor, able to build rapport with customers and maintain a positive attitude in a fast-paced environment.
• Strong communication skills, both verbal and written, with attention to detail and accuracy.
• Ability to multitask, prioritize, and adapt to changing priorities and business needs.
• Proficient in using customer service software and computer systems.
• High school diploma or equivalent; additional education or certification in customer service or insurance is a plus.

Keywords: CSR, Insurance, Customer Service Specialist