Responsibilities
* Providing excellent customer/ client support and handling Enquiries. Internal and external.
* Liaising with internal teams and stakeholders.
* Maintained accurate records and updated customer information
* Communicated with customers/clients through various communication channels, including inbound / outbound phone calls.
* Good telephone manner, building rapport with customers/clients representing the business.
* Understanding of vulnerable customers and how to identify them
* Strong listening skills with the ability to confidently articulate the best outcome for the customer on the spot.
* Resolve customer queries in a timely and professional manner.
* Complete account administration with a high level of accuracy.
* Liaise with all parts of the business in pursuit of resolving customer queries.
* Achieve business goals and targets while keeping within SLA
* Liaising with PM, RCM
Duties
* Working the emails in priority order. To ensure we are within SLA
* Responding to customer correspondence by letter and email.
* Managing Complaints.
* Issue documents to client/customer
* Keeping the client up to date
* Answering calls promptly.
* Updating of CMS /SERVER/CRM
* Following SOPS process.
* Achieving KPI
* Attend Call monitoring feedback sessions.
Qualifications
* A proactive, detail-oriented team player with a “can-do” attitude
* Strong communication skills and a confident telephone manner
* Previous experience in customer service or a fast-paced office environment
* (Bonus) Insurance or claims handling experience
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