Customer Care Agent

Customer Care Agent - (Insurance Companies Experience)

AlWathba National Insurance Co

Abu Dhabi

Job Description:

Call Center Agents/Customer Care Agents attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. The target is to ensure excellent service standards and maintain high customer satisfaction.

Role and Responsibilities:

Open and maintain customer accounts by recording account information
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Maintain financial accounts by processing customer adjustments
Recommend potential products or services to management by collecting customer information and analyzing customer needs
Contribute to team effort by accomplishing related results as needed
Manage large amounts of incoming calls
Generate sales leads
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/team sales targets and call handling quotas
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure solution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers
Resolve customer complaints via phone, email, mail or social media
Use telephones to reach out to customers and verify account information
Greet customers warmly and ascertain problem or reason for calling- Advise on company information
Take payment information and other pertinent information such as addresses and phone numbers
Answer policy related questions, terms and conditions.
Act as the company gatekeeper
Attempt to persuade customer to reconsider policy cancellation/non-renewal
Inform customer of deals and promotions
Sell/Up-sell products and services
Utilize computer technology to handle high call volumes
Work with customer service manager to ensure proper customer service is being delivered
Close out or open call records
Compile reports on overall customer satisfaction
Follow standard scripts for answering calls
Handle changes in policies or renewals
Resolve customer complaints via phone, email, mail or social media