Customer Care Agent

4 weeks ago

Dublin, Dublin City, Ireland Wrisk Full time

Working within the Customer Support & Operations Team, this role responds to customer enquiries regarding quotations, new business, renewals, and existing policies via telephone, email, post, and live chat.
This role is home-based and includes a well-structured training program, typically completed within the first few months.
Ongoing training and development are provided through routine audits and bespoke sessions to ensure excellent customer service.
The interview process consists of 2 rounds of competency-based questions.
The training includes a comprehensive 3-week plan, with most of the first week conducted at the Company office in Rainham, Essex.
All expenses are covered by Wrisk.
Applicants must have at least 12 months' experience in the motor insurance industry.
Responsibilities include:
Achieving all Service Level Agreements across channels, including calls and chat, and maintaining customer satisfaction levelsConsistently meeting Key Performance Indicators and individual targetsAdministering policies and issuing documentation within service standardsDelivering service excellence at all timesSupporting the Customer Care team in achieving business goalsOptimising new business through increased conversion and retention ratesReporting and analyzing key metricsWorking to meet SLAs across all channelsSeeking ways to improve service quality and efficiencyGathering customer feedback, analyzing trends, and recommending process improvementsUnderstanding contract terms and reporting non-complianceEscalating regulatory, contractual, or data protection breachesAchieving a minimum of 15 hours of CPD annually and ensuring team complianceFollowing regulatory requirements such as those from the Central Bank of Ireland, FSPO, and othersEnsuring compliance with CBI's Consumer Protection Code and Insurance Distribution DirectiveBuilding strong customer relationships through understanding needs and delivering quality serviceFostering positive team relationships and cultureThis role is suitable for candidates who:
Have excellent communication skills, able to adapt their style and build rapport with customersAre positive team players contributing to discussions and sharing knowledgeAre reliable, trustworthy, and act with integrityAre attentive listeners, empathetic, and able to summarize information clearlyMaintain professionalism, discretion, and confidentialityEnsure fair treatment of customers and compliance with the Customers Best Interest RulePossess at least 12 months' insurance experience
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