Customer Service and Retention Agents are responsible for providing outstanding customer experience across all customer service, claims and customer retention activities. Through excellent communication skills, Customer Service and Retention Agents handle a wide range of customer queries, predominantly through inbound and outbound calls.
Customer Service and Retention Agents are required to have an excellent attention to detail, and solution focused approach to deliver excellent outcomes for customers.
Duties & Responsibility
As Customer Service and Retention Agents, your primary responsibilities will include:
- Managing customer enquiries and requests effectively and efficiently, via phone and email.
- Acting as the customer-facing contact point for claims administration and enquiries.
- Receiving and attempting to resolve customer complaints upon first contact, escalating where required.
- Conducting customer service and retention tasks such as updating policy details, handling requests to change cover, dealing with cancellation requests, and attempting to retain customers who have missed payments.
- Effectively empathizing with customers and handling objections and queries confidently to ease any uncertainty or concerns.
- Maintaining accurate customer records and complying with regulatory requirements on all matters.
- Adhering to processes and procedures for all service-related matters and escalating breaches as appropriate.
- Contacting customers to remediate failings identified by Neilson’s quality assurance team or as a result of an incident.
- Attending and contributing within call calibration sessions, designed to develop and share knowledge and best practice.
- Meeting required targets for productivity and quality, contributing positively towards team performance.
- Promoting effective communication within the team and with internal stakeholders.
