Senior customer service medewerker

Profielschets

You are responsible for a small to medium team of employees who will carry out functional processes connected with the operational side on our product line MPI (Mobile Phone Insurance).  These functional tasks are Customer Service, Policy Administration, Claims Assessment, and Claims Investigation. A Senior Associate will divide their time between managing their team (30%) and carrying out daily operational tasks such as policy administration, claims assessing and customer service (70%).

Daily duties include; 

• Taking customer service calls;
• Claims Assessing;
• Processing new business, amendments and cancellations/refunds;
• Updating and maintaining Management Information and work allocation;
• Ensure that Service Levels Agreements of the Department, the Business or our Clients are met, also document, report and taken action where this fails;
• Control and monitor the team with regards to issues such as productivity, performance, quality, punctuality & attendance;
• Ensure the teams adhere to internal and external regulations and ensure that all aspects of documentation and procedures are regularly updated and maintained;
• Assist with the training of new staff and re-fresher training.