Job Summary

As a Customer Care Specialist, you will be the frontline of our operations, ensuring every contact is handled with a smile and a commitment to resolving their queries. Your goal is to provide delightful customer experience that exceeds expectations and fosters customer satisfaction.

Role and Its Responsibilities

- Take ownership of customer queries, aiming for First Call/Contact Resolution (FCR).
- Manage contacts (depending on the line of business- both voice or non-voice) while adhering to quality and compliance guidelines.
- Display ownership and accountability with in-depth knowledge of systems and processes.
- Utilize quick thinking to address a variety of customer queries.
- Learn and get cross-skilled on various insurance products such as new contacts, Retention, Mid-term servicing for voice channels.
- Engage in Customer Service, Retention up-selling or cross-selling products, treating all customers fairly.

Ingredients to Success

- Contribute positively to the team, recognizing and celebrating the success of others.
- Exhibit passion for our brand and customer service.
- Demonstrate excellent communication skills.
- Embrace new ways of working, unlearning and relearning as necessary.
- Commit to doing it right the first time for the customer.
- Foster an environment of mutual respect.
- Be open to change and receptive to feedback.

Requirements

- Flexible to work in shifts, including weekends and holidays.
- Excellent verbal and written communication skills.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and as part of a team.
- Possess technical abilities to navigate through customer Service tools.

Additional Requirement

- As a Customer Care Specialist, you will play a crucial role in ensuring that our customers receive exceptional service and support. You will be responsible for handling customer inquiries, resolving issues,



and providing information about our products and services. Your goal is to enhance customer satisfaction and loyalty by delivering a positive and seamless customer experience.

Qualifications

- 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

Working Considerations

- Location: Gurugram
- Location flexibility: Flexible to work either from home or from the office based on business requirements within Admiral's serviceable area.
- WFH: Need assurance of a noise-free quiet/separate room providing an ability to work without interference, continuity and maintaining complete data integrity. A stable Wi-Fi connection from a reliable telecom vendor with minimum speed of 75 Mbps and uninterrupted power supply is required.
- WFO: We ensure that we take adequate safety precautions and remain compliant with government prescribed rules and regulations.

Summary of the role

Consumer Duty

The Consumer Duty applies across our business to high-level strategic planning, budget allocation, individual customer interactions, product and service development, sales and servicing, distribution, support, risk and control functions, remuneration, and incentives. We all need to put customers interests at the heart of our activities and decision-making. The spirit of the Consumer Duty is reflected in our Group purpose to Help more people to look after their future. Always striving for better together.

Admiral's Consumer Duty Principles

Understanding: All customer communication is easy to understand - no jargon.

Ease: Whatever channel a customer chooses, we make it simple - all tasks are equally key.

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 - Customer Loyalty (Gurugram)
🏢 Admiral Solutions
📍 Gurugram