The Customer Service Agent is the main point of contact for clients through calls, emails or online chat, often in difficult circumstances, providing a professional and customer-focused service, ensuring assistance is provided where necessary.

Job Responsibilities and Duties

Duties to include but are not limited to:

Acting as the first point of contact for customers who are abroad and require assistance
Registration and creation of new cases on the internal system (AMA)
Informing the insured of the correct procedures in an empathetic and efficient manner
Handling calls in a clear and concise manner, meeting Service Level Agreements
Understanding policy terms and conditions of the different insurance contracts
Verifying policies using the database, when necessary
Handling customer enquiries politely, meeting standards of customer service excellence specifically in the areas of travel and assistance
Handling expressions of dissatisfaction or complaints
Completing administrative duties e.g. managing internal inboxes
Capturing all relevant case information
To pull together the work necessary to allow more complex cases to be decided upon and actioned, after technical or specialist input, quickly and on the basis of the relevant facts
Liaison with various internal departments
To make a positive input to the team’s effectiveness, so that work systems and processes are altered and improved
To ensure that all regulatory guidelines are adhered to, for example, PCI, and any other applicable legislation
To adhere to the Company’s procedure in accordance with the FCA guidelines and TCF (treating customers fairly)
To be compliant with the Data Protection Act 1998
To support Managers to manage the key risks within your department
To ensure that you conduct your role in accordance with AFC policy (to act honestly and with integrity) and to report any suspected incidents of fraud and corruption
To adhere to all Company Policies and Procedures, including Health and Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT and Internal Control Financial Regulations
To undertake any other duty or responsibility that may reasonably be allocated by your Manager / Company’s Senior Management team.

Qualifications and Skills

Essential Skills

Have a flair for customer centricity

Committed individuals who are results-oriented
Good planning and organisation skills in order to meet timescales
Ability to identify problem issues and determine the appropriate course of action / redirection within department guidelines required to resolve issues
Structured people who enjoy helping people, always offering excellent service
Good computer literacy
Enjoy being part of a team and a good team player
Fluent in written and spoken English and Italian
Fluent in written and spoken Arabic or French is ideal
Desirable Skills

Previous experience in a customer service environment

Previous Assistance, Claims experience, preferably for an Insurance Company, would be advantageous.
A good understanding of FCA regulations and TCF

Working Conditions

Working as part of the Customer Services team, you will be required to work 40 hours per week on a rotating shift pattern (including weekends and public holidays).

Customer Contact Agent (Italian Speaking)

Job Description