Job Advert Description

- Customer Care Specialist - New Business

Location

Gurugram

Department

Customer Services

Summary of the role

As an Admiral Travel Insurance Consultant, you ll be expected to deliver an exceptional level of service to everyone you speak to. You ll be responsible for making sure that our customer s first experience of us is an excellent one and that the same level of service is provided at every point of contact after that. You ll provide information, accept policies ensuring the customer has cover to meet their needs, solve problems and make changes for both existing policyholders and new customers alike.

You ll need to ensure any problems are resolved quickly and professionally and strive to retain customers who may be considering leaving us at renewal. You ll be expected to follow department guidelines and procedures considering FCA requirements. There is an opportunity for the scope of work to expand, covering further Travel functions channels and subject matter during the team s lifecycle, which will come with the appropriate training.

Role and Its Responsibilities

Key Responsibilities:

- To be available to process correspondence/undertake telephone duties for 7.5 hours per day, unless part time hours have been agreed. Answer phone calls to ensure our customers receive a first-class service whilst attempting to either retain the business, amend a quote/policy as required and up-sell ancillary products.
- To ensure work is dealt with accurately and follow up when necessary. This would include updating policy diaries within the agreed time scale.
- To ensure that sickness is kept to a minimum and reported as per the guidelines in the big book. To always be punctual, logged in and available to take calls at the start of each shift.
- To resolve customers complaints in the first instance and to follow the complaints procedure for escalation.




- To play an active role in the development of new ideas and procedures and to contribute positively to the culture of the Travel Insurance Department.
- To be always qualified and mature, on the phone and while you are in the department or representing the department after work hours. To always show consideration and respect to your colleagues and your environment. This includes general housekeeping and ensuring workstations are neat.
- To maintain and build on the team s working relationship with other teams and departments.
- To take an active interest in your individual and department results and be aware of how you can contribute to improving the scores each month.
- To help maximize conversion rates, retention rates and service levels always and ensure that you are giving the best service possible to all our customers.
- To attend regular team meetings and make a positive contribution, promoting a culture that ensures communication is two-way and open and honest.
- To ensure that any problems you identify during your working day are flagged up immediately to your TM/SCR, however, make decisions relevant to the training you have received.
- To be self-motivated, demonstrate an organized and methodical approach to your workload and voice ambition and own objectives so reaching these can be supported by your TM/SCR
- To be flexible to change including workload, subject matter and to be adaptable to increased scope of work.

Working Considerations

Minimum Education: 10+2 Experience: Minimum of 1 year of experience in a customer service voice role (International) such as UK, US or Australian customers.

Shift Timings: 6:30 AM IST - 2:30 AM IST

Working Days: 5 days working in the week

Location: Gurugram

Location flexibility: Work from home or work from office based on business requirements.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Customer Care Specialist - Travel (Gurugram)
🏢 Admiral Solutions
📍 Gurugram