Customer Service Advisor

Position Title:  Customer Service Advisor – Full Time
(AXA Assistance Ireland Ltd)

Short summary reflecting the purpose of the role.
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. Working 35 hours per week, shift work including every second weekend and is based in Athlone office with some remote working available after training.

High-level summary of the scope and scale of the role
DIMENSIONS OF ROLE

AXA Assistance is an international network providing value-added services for corporate and individual clients.  Reporting to the AXA Group France, we have offices in over 30 countries covering five continents with a workforce in excess of 4500. 

 AXA Assistance Ireland Ltd supports the needs of several hundred clients and several million of their customers in Ireland, UK and/or worldwide

Customer Service areas work 24/7

Customer Service area employs professionals across a range of skills who all provide a high standard of customer service

Customer Service areas work to pre determine service standards regarding call handling, quality and productivity

Customer Service advisors report to Team Managers

Customer Service areas support the brand of many major organisations across the UK and Ireland

SKILLS AND EXPERIENCE 

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

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 (not essential)

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.