Introduction:
Get your career on the road with the AA!
The AA is on an exciting growth and transformation phase and as we continue to grow our Insurance Contact Centre, we are seeking to hire exceptional Customer Service Agents who can deliver amazing service for our customers.
As a Customer Service Agent, you will help our customers with their queries and needs across our full product range - Motor Insurance, Home Insurance, Travel Insurance, and AA Membership. You will be part of a busy but fun and rewarding team.
You will have the chance to grow and develop through our Agent Career Framework (ACF) where we reward high performers with clear progression paths. Our Agents are ambitious, adaptable, and confident people.
Work location: Our Contact Centre roles operate hybrid working for eligible roles which means you'll split your time between home and the office in line with business requirements.
Key Responsibilities:
* Consistently provide excellent customer service on all contacts, ensuring that the query is resolved within business guidelines.
* Meet and exceed all operational KPI’s whilst working on the phone, email, or webchat.
* Keeping track of your performance and meeting the quality standards on the phone and/or email.
* Adhering to the rules and regulations of the insurance industry, as set by our internal procedures and the Financial Regulator.
* Making a great impression of our company by being friendly, professional, and helpful to all customers at all times.
* Dealing with any objections or issues in a confident and respectful way.
* Escalating any complex complaints to your Supervisor/Customer Service Manager/Quality & Compliance team when needed.
* Doing any other relevant tasks that your line manager requires.
* Helping with projects and other activities as required.
The Candidate should have the following:
Minimum qualifications, experience & skills:
* Educated to Leaving Cert level minimum/3rd level qualification desirable.
* You will have a passion for customer service and need to be able to demonstrate the same.
* Ideally a minimum of 1 year Contact Centre customer service experience.
In addition, we’re looking for someone who has:
* A passion for a career in the insurance and motor industries and to progress your learning and career progression in this field for at least the next 2-3 years.
* Great work ethic and attitude.
* Excellent written and oral English and communication skills.
* A results-oriented and target-driven mindset.
* An individual who has the ability to learn and follow AA compliance requirements and our systems and processes.
* An adaptable team player – always helping others and making sure the team achieves their goals.
* Excellent organizational skills and a positive outlook.
* Strong PC skills – MS Office and basic computer skills an absolute requirement.
* Strong attention to detail and pride in the quality standards of their work.
About the AA:
The AA (Ireland) is Ireland’s premier motoring organisation, established over 110 years ago. Best known for AA Membership and roadside rescue, our trained mechanics in the AA Patrols fix 8 out of 10 breakdowns on the side of the road, 24/7, 365 days a year.
In addition to our expertise on Irish roads, we are also one of the country’s leading insurance providers. Our track record of providing reassurance, support, and innovative thinking is unrivalled, finding the cover that best suits our customers, at the best possible price.
Job Type: Full-time
Additional pay:
* Commission pay
* Overtime pay
Benefits:
* Additional leave
* Bike to work scheme
* Company events
* Company pension
* Employee assistance program
* Employee discount
* Gym membership
* Work from home
Schedule:
* 8 hour shift
* Monday to Friday
* Weekend availability
Ability to commute/relocate:
* Dublin 2, CO. Dublin: reliably commute or plan to relocate before starting work (required)
Experience:
* Call center: 1 year (preferred)
* Customer service: 1 year (preferred)
Work authorisation:
* Ireland (required)
Work Location: Hybrid remote in Dublin 2, CO. Dublin
Application deadline: 07/10/2024
Reference ID: CSA
Expected start date: 04/11/2024
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