French Customer Service Advisor - Night

Job Title: French Customer Service Advisor - Night Location: Shoreham-By-Sea Salary: £20,000 £4000 shift allowance plus annual bonus of £1100 - TOTAL PACKAGE £25k A Shift pattern between 19:00 - 07:00 Monday to Sunday (including some public holidays) with a 37.5 hour working week that can usually be adapted to work around your other commitments. This is 4 nights on and 4 nights off Your role will be to provide advice and to coordinate medical assistance and emergency medical travel services to customers. This may include, for example: providing pre-travel advice, arranging medical appointments or hospitalisation abroad, coordinating air ambulance and medical evacuations, liaising with medical service providers, as well as the policy holders and their family members, provide information on policy cover, whilst ensuring all case handling is documented in the system. Responsibilities Deliver superior customer service. Operate within the company's policies and guidelines. Delivers agreed Key Performance Indicators (KPIs) to achieve business objectives, including call answer rate, productivity & quality targets to ensure defined Service Level Agreements (SLAs) are met Proactively handle escalated calls and ensure complaints are resolved, where possible, and logged in accordance with business policy, including use of the Respond database and meet FCA guidelines. Job Requirements Minimum 2 A levels Grades A-C or equivalent - including recent graduates with proven customer service skills. Business fluent French Excellent written and spoken English; confident in communicating with people at different levels in different situations IT & PC literate, demonstrating typing skills. Effective time management to be able to multi-task, prioritise to meet varying tasks and deadlines and delegate. Good numeracy, literacy and attention to detail. Takes ownership for personal growth, this includes being open & responsive to feedback, being self-aware, self-reflective, displaying personal initiative and ensuring industry knowledge is kept up to date. Is self-managed and motivated, has a proactive 'can-do' attitude, can demonstrate effective problem solving and is solutions focused even when working under pressure. For more information please contact Jamie Watson at Clearline Recruitment.