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Operations Executive Italian Contact Centre M/F
- 02 avril
- Ireland
- CDI
Duties and responsibilities
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.
Partner Management:
To provide customer service support for all business portfolios according to SLA.
Travel on Operational visits to partners with Supervisor/ Operations Manager ensuring
prior organization by means of Agenda and Minutes to be circulated on return.
Liaise with all partners in order to provide follow-up trainings and clarification on operational queries, understanding of policy wording and/or working processes via conference calls or emails.
Relationship building and ongoing management is a large part of this role.
Business Support:
Assist in creating and updating procedures as and when necessary, for new and existing
business.
Assist the Team Leader in insuring that all business documentation for the department
is up to date, filed and archived.
Present suggestions for reviewing and updating procedures to Team Leader and implement, coordinate, and monitor any upgrades to procedures as they are signed off.
Provide training both internal & external
Maintain various regular and ad hoc reports and provide to your Supervisor.
Perform other work or projects as and when selected by the Operations Teams Leader or Operations Management.
Medical Subscriptions (if applicable):
To ensure subscriptions are prioritized and followed up to ensure they are completed within agreed SLA?s
To administer subscriptions input and validation following recommendation from medical underwriters
To keep management updated on all subscriptions over 500K
To ensure proper communication between the team in Dublin, Business Development and medical underwriters and our Partners to ensure timely decisions are communicated to the partners following service standards
Experience in Claims handling, Complaints resolution would be an advantage
Minimum 2 years? experience in customer service required
Any relevant qualification
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.
Partner Management:
To provide customer service support for all business portfolios according to SLA.
Travel on Operational visits to partners with Supervisor/ Operations Manager ensuring
prior organization by means of Agenda and Minutes to be circulated on return.
Liaise with all partners in order to provide follow-up trainings and clarification on operational queries, understanding of policy wording and/or working processes via conference calls or emails.
Relationship building and ongoing management is a large part of this role.
Business Support:
Assist in creating and updating procedures as and when necessary, for new and existing
business.
Assist the Team Leader in insuring that all business documentation for the department
is up to date, filed and archived.
Present suggestions for reviewing and updating procedures to Team Leader and implement, coordinate, and monitor any upgrades to procedures as they are signed off.
Provide training both internal & external
Maintain various regular and ad hoc reports and provide to your Supervisor.
Perform other work or projects as and when selected by the Operations Teams Leader or Operations Management.
Medical Subscriptions (if applicable):
To ensure subscriptions are prioritized and followed up to ensure they are completed within agreed SLA?s
To administer subscriptions input and validation following recommendation from medical underwriters
To keep management updated on all subscriptions over 500K
To ensure proper communication between the team in Dublin, Business Development and medical underwriters and our Partners to ensure timely decisions are communicated to the partners following service standards
Experience in Claims handling, Complaints resolution would be an advantage
Minimum 2 years? experience in customer service required
Any relevant qualification
