Customer Service Advisor (Italian Speaker, Night Shift)
AIG
- Brighton
- Permanent
- Full-time
- Liaise with customers and corporate clients over the phone and via email, many of whom will be in difficult and sensitive circumstances
- Provide practical help through finding solutions and advice to customers who may be distressed or vulnerable
- Liaise with our in-house Medical team to coordinate medical assistance and emergency medical travel services for customers
- Provide customer service support re policy cover, monitoring and reporting on patient status and coordination of travel emergencies,
- Provide pre-travel advice, arrange medical appointments or hospitalisation abroad and coordinate air ambulances
- Ensure all case handling is accurately documented in our system
- Proactively handle escalated calls and ensure complaints are resolved
- Work towards targets and key performance indicators (KPIs) to achieve business objectives
- Fluent in Italian and English
- Excellent written and verbal communication skills with empathy, respect and patience.
- Customer service experience
- Ability to multi-task and prioritise workload to meet targets and deadlines
- Basic Computer skills, proficiency in Outlook, data entry, good numeracy, literacy and attention to detail
- Ability to handle difficult conversations and solve problems
- Comprehensive training and ongoing development
- Competitive salary and bonus scheme
- 25 days annual leave, plus bank holidays
- 2 paid volunteering days each year
- Optional private health insurance (including access to Bupa virtual GP service)
- Life insurance and income protection
- Excellent non-contributory pension scheme
- Cycle to work scheme
- Employee discounts and cashback on thousands of retailers