Job Title: Customer Service Specialist/Call Centre/CSR Location: Remote, Duration: Contract/6 months Contract to hire Job Description: We are seeking a highly skilled and experienced Customer Service Specialist to join our dynamic team in a fast-paced call center environment, specializing in insurance. The ideal candidate will have a minimum of 1 year of call center experience and possess excellent interpersonal skills, including empathy, reliability, trustworthiness, and a pleasant and engaging demeanour.
Responsibilities: Provide exceptional customer service to clients via inbound and outbound calls, addressing inquiries, resolving issues, and providing accurate information regarding insurance policies, coverage, claims, and billing. Utilize active listening and empathy skills to understand and address customer concerns, ensuring a positive and satisfactory resolution. Maintain accurate and up-to-date customer records, documentation, and information in the company's systems. Collaborate with cross-functional teams, including underwriters, claims adjusters, and sales representatives, to ensure seamless customer service experience. Meet or exceed performance targets, including call quality, call handling time, customer satisfaction, and other key performance indicators (KPIs). Requirements: Minimum of 1 year of experience in a call center environment, preferably in the commerical insurance industry. Excellent interpersonal skills with a high level of empathy, able to understand and address customer concerns in a compassionate manner. Reliable and trustworthy, able to handle sensitive customer information with utmost confidentiality. Pleasant and engaging demeanor, able to build rapport with customers and maintain a positive attitude in a fast-paced environment. Strong communication skills, both verbal and written, with attention to detail and accuracy. Ability to multitask, prioritize, and adapt to changing priorities and business needs. Proficient in using customer service software and computer systems. High school diploma or equivalent; additional education or certification in customer service or insurance is a plus. Keywords: CSR, Insurance, Customer Service Specialist
