By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.
Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.
Essential Criteria
- Excellent customer service skills
- Excellent telephone manner
- Appropriate qualifications / accreditations (where necessary)
- Excellent written and verbal communication skills
- Willingness to take initiative to solve problems
- A proven ability to manage conflict and difficult customers
- The ability to work under pressure and to customer deadlines
- Excellent organisational and time management skills
- To be a team worker
- Flexibility
- The ability to get things done / deliver results to agreed customer standards
- Keyboard skills
Desirable Criteria
Previous experience of working in general / insurance assistance markets
- A recognized insurance qualification such as APA/CIP
- Previous experience of a call centre environment / telephone based work
- A good competency level and effective understanding of using standard software packages, including Word and Excel.
Part time evening work, including every second weekend, 16.5 hours pw.
As a customer service advisor, your role will be to provide advice to customers and /partners in the provision of emergency vehicle/home assistance services, to customers of AXA Assistance clients in Ireland and the UK while liaising with our approved suppliers and contractors throughout Ireland, the UK and Foreign countries. You will work 16.5 hours per week, working evenings from 5pm, and every second weekend. Based in Athlone office with some remote working available after training.
Responsibilities
To Deliver High Quality Customer Service
- Understand and use the necessary programmes, applications and IT software systems
- Provide relevant and accurate information to every customer/partner on every call based on appropriate protocols, professional expertise and training.
- Ability to use initiative as well as all information resources available
- Ensure the customer expectations are met and exceeded on every call so as to successfully complete every case
- Know when to refer to colleagues and / or managers
- To understand and apply the AXA Assistance UK complaints and compliments procedure
To Deliver an Efficient Service
- Be proficient in all relevant IT applications / telephony to ensure case records are accurately maintained
- Call queuing awareness and willingness to respond appropriately at times of service pressure
- Answer calls adhering to standard response times protocols etc
- Accurate and timely completion of case notes/ logs / diaries for each customer
- Ensure all parties relevant to the provision of effective assistance are correctly notified and updated on a regular basis
- Process cases in accordance with department procedures and agreed authority levels
- Deployment of cases to appropriate and approved suppliers
To Work as an Effective Team Player
- Understand and demonstrate the culture and values within AXA Assistance
- Be aware of the structure and work of other teams and functions
- Proactively organise daily work, breaks and handover
- Know the strengths and weaknesses of colleagues
- Support and help colleagues
- Build effective communication skills with colleagues and managers
- Support call handling activity in other areas during times of high demand
- Carry out any other tasks as agreed with line managers
To Build Personal and Professional Development
- Maintenance of relevant learning and development needs and any professional qualification/accreditations
AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.
AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.
Our mission is to help our Corporate clients to enrich their customers’ experience, with more than 9,000 employees at their service anywhere, anytime.
AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.
Our mission\: Empower people to live a better life.
Our values\: Customer First, Courage, Integrity and One AXA.