Customer Care Team Senior

 Role Purpose:

The Customer Care Team is a telephone and email based team who assist our intermediaries and customers in the quoting, sale and administration of our policies. The Customer Care Team Senior is instrumental in providing comprehensive support to the Team and the Team Leader to help deliver exceptional customer service, advice and support to our partners and customers.

Key responsibilities:

• Relief cover in the event that the Team Leader is unable to attend to duties ie. periods of annual or sick leave, cover for prearranged meetings or out of office situations
• Assist the team to manage high volumes of incoming phone calls and emails within specified timeframes
• Monitoring and reporting when required on the contact centre communication channels ie. Customer Services email inbox and call queues
• Must be able to build up a good rapport and trust with the team, customers/partners
• Provide accurate, valid and complete information to the team, partners/customers
• Handle complex and escalated customer queries and complaints by being able to identify problems, research solutions and implementing corrective actions
• Identify to the Team Leader possible areas of improvement within the Customer Services systems and processes
• Assist with the investigation and audit trail queries with regards to escalated claims
• Assist with investigating internal feedback and escalations
• Assist with monthly quality assurance of calls and emails as per requirements

This role is to ensure we provide the support to the Contact Centre team, and ensure that optimal customer service is being delivered to our customers.

What you'd bring to this role:

We are looking for a Team player who:

• Loves people – This person genuinely enjoys helping the people by answering questions, providing guidance and support to the team as well as handle queries and difficult situations
• Excellent communication skills are a must – we are looking for someone who is friendly, loves to collaborate within a team environment, is patient and displays high levels of empathy and care
• Manage and prioritise multiple tasks and projects efficiently
• Is an active listener who uses their initiative to think outside the box and problem solve
• Someone who resilient, adaptable and able to remain calm in challenging situations
• Intermediate level of Microsoft Office 365, Teams, Excel, Word
• Someone who can work to a pace with attention to detail

What we offer:  

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance

61452 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.