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Customer Support Executive
This job has expired, and cannot be applied for.
- Posted By: Employment Specialists Ltd
- Address:
- Contact: 01473 381522
- Date Posted: 3rd Sep 2008
- Salary: £17,000 to £20,000
- Location: Colchester
- Reference Code:
- Views Since Posting: 97
- Full Description:
The role
To provide Support to Brokers, Clients and internal customers.
This encompasses:
• Fielding enquiries (via telephone and email) in respect of extranet services
• Being first port of call for Brokers and clients in respect of Customer Service queries, including complaints which are received via the website, email and telephone.
• Handling internal “how do I” type system referrals from staff
Key responsibilities:
• Responding to telephone and email enquires from policyholders or the general public about products. These enquiries could include potential new policyholders or brokers. Where possible the team member will deal with these enquiries directly, or where appropriate forward them on to the relevant department
• Logging these calls on the helpdesk software and ensuring that calls are responded to First Line Helpdesk Support for External Extranet Users
• Responding to telephone and email enquiries from external users of the extranet systems. The team will deal with issues concerning administration, navigation, use of the system and the recording of any system problems. Detailed product issues are referred to the underwriters or claims handler
• Logging these calls on the helpdesk software and ensuring that calls are responded to
• Providing support to new releases and new products going live Extranet Administration
• Controlling external access to the sites – creating and deleting passwords, users etc
Other Responsibilities
• Produce all key Management Information reports for Customer Support
• Raise and report training issues on all products to the trainers so they can update future training
• Assist with UAT of any electronic distribution and trading systems
including administration of testing sessions and testing itself
Key requirements
• Must be an excellent communicator whether on the telephone or by email and will need first class interpersonal skills
• Excellent IT/computer skills
• Ability to organise and schedule effectively
• Excellent attention to detail
• Proven Customer Service skills
• The successful applicant will need to be logical, tenacious and pro-active in solving problems and implementing a culture of continuous improvement
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