Support Agent managing customer support queries for cloud - based accounting software. Working closely with users to resolve issues and improve the customer experience in a hybrid work environment.
About the role
- Insurance expert providing phone-based broker services and administrative support at Hiscox. Delivering exceptional service and managing inquiries from High Net Worth brokers.
Responsibilities
- Broker focus, deliver a best in class service directly to our Brokers
- Offer all Brokers a knowledgeable and trusted insurance experience
- Make changes and service our brokers through the delivery of an exceptional customer service
- Engage with customers using their channel of choice, predominantly telephone but also through email, webchat and social media
- Manage all current Hiscox client enquiries and adjustments efficiently and professionally
- Build rapport and demonstrate empathy with our Brokers
- Confidently respond to your Brokers questions and challenges
- Offer your brokers alternative solutions when right to do so to ensure they receive the best experience with Hiscox
- Engage with the broker appropriately to encourage advocacy, brand loyalty and improve retention opportunity
- Quickly develop and continually improve your knowledge of the insurance products
- Share your knowledge and learning internally in order to improve expertise
- Develop strong internal relationships with Underwriting, Claims and Operations Support to enable mutual support
- Actively contribute to your team, and the departments service levels and targets
- Deliver exceptional service
- Actively seek ways to improve your service through the technology and systems available to you
- Adhere to all relevant compliancy requirements
Requirements
- Experience within a customer/client focussed sector
- Team player – you’ll have worked as part of a team, and have actively contributed to its success
- Continuous Improvement – the ability to identify improvements, and be involved in implementing them
- Excellent verbal communication and clear written (high standard of spelling and grammar) communication in a customer focussed environment
- Proven skills in taking ownership and managing your own workload
- You are clearly customer focussed, you do not accept ‘second best’, and strongly believe in service excellence
- You take satisfaction and reward in knowing you have delivered the best service possible to your brokers and customers
- You are a good, clear communicator who builds rapport and trust easily, you’re someone who finds it easy to build a conversation and demonstrate empathy
- An exceptional listener, able to translate information into practical support
- You understand the importance of brand, and appreciate the role it plays
- Quick learner – eager to learn and not afraid to challenge the ‘norm’ to improve and develop, not just yourself, but those around you
- Understanding the importance of detail and see it as an integral part of delivering excellent service
- A key contributor – a desire to contribute and understand where you fit into the bigger picture
Benefits
- Employee benefits that take care of your mental and physical wellbeing
- Worklife flexibility
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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