Job Description:
The Operations Executive is a 6-month temporary contract for an Italian speaker residing in Dublin, seeking a customer service/administrator position in the city centre. Onsite presence is required once a week.
Key Responsibilities:
* Efficiently answer phone calls and emails from customers and partners
* Support process implementations and procedures to streamline operations and provide business support within the team and department
Customer Service:
* Answer incoming calls, assess urgency, prioritize, and escalate as necessary according to established procedures
* Perform outbound calls to customers and partners after supervisor approval
* Maintain call acceptance rate within SLA and ensure timely follow-up on post-call administration
* Provide quality answers and professional responses to customers
* Maintain individual internal quality level > 95%
Premium Refunds:
* Prepare premium refund files from portfolio production files received
* Ensure correct letters confirming refunds and cover termination are sent to customers
* Liaise with customers and partners through phone or email regarding missing information
* Verify monthly reporting accuracy and completeness per partner
* Perform other activities related to the life of the contract
Requirements:
* Relevant qualification
* Experience in claims handling and complaints resolution (advantageous)
* Minimum 2 years' experience in customer service
* Good organisation and administration skills
* Strong customer service skills/customer-oriented
* Fluency in both Italian and English