Customer Service Representative

Responsible for providing both new and existing customers within Now Health International with peerless service experience. With a detailed understanding of the operational lifecycle. The Customer Service Representative will have a varied workload including building and maintaining strong customer relations, dealing with complex enquiries or complaints, handling renewals and ensuring regulatory compliance.

Minimum Requirements:

• Spanish Speaker
• Excellent written and spoken English plus Spanish. Candidates with broader language capabilities will have a distinct advantage
• Qualified to a degree level. Industry-specific qualifications are desirable but not essential.
• Comprehensive working experience in a customer service delivery environment, preferably within the International Private Medical Insurance sector. Candidates with a general insurance background will also be considered.
• A demonstrable track record of providing excellent service to people at all levels in a multi-cultural, collaborative, team-oriented environment.
• Fully conversant with Microsoft Office; experience of using industry specific technology and/or the ability to quickly grasp new systems following training. Experience in working with a CRM system whereby all details of the customer, communication and service levels can be maintained and monitored is preferred.

Responsibilities:

Customer Service:

• As the primary contact for individual members, intermediaries, and corporate clients (“customers”), always maintain highly professional and courteous communications.
• Handle enquiries received via telephone, email and letter, Live Chat and WhatsApp ensuring that the company’s brand values, principles, and styles are adopted and utilized for all external communication.
• Maintain excellent interpersonal relationships with customers, third parties and other Now Health International departments and offices.
• Handle sales calls in the absence of sales staff, obtaining sufficient information for a quotation or a call back.
• Take responsibility for delivering products and service which are appropriate to the customer’s need and ensuring that the customer is treated in a fair, ethical and consistent manner.
• Deal with all instructions, queries, and service requests promptly, accurately and within company specified time frames or as promised to the customer.
• Ensure all customer documentation is complete prior to forwarding it to the relevant department and work flexibly within the team to support changing business needs.
• Work with the management team to identify areas of improvement and implement solutions in order to continually enhance the customer experience.

Complaints:

• Resolve complaints and service failures in line with regulatory record-keeping and escalation procedures.
• Maintain a very high standard of quality in terms of business integrity and the customer experience.
• Adhere to Best Practice Processes, Client Services Standards and to all relevant statutory or regulatory requirements, including Treating Customers Fairly and other FSA initiatives.