Contact Centre Advisor

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Founded in 1972, we now have 6,600 employees.

The role

We are adding a Contact Centre Advisor to our Member Services team. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. This is an in-person role at our Dublin location.

Responsibilities

• Escalate complaints that need a supervisor or another department.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Notice repeat problems and report them to your team lead.
• Transfer calls to the right department with a warm handoff.
• Complete required training and quality coaching sessions.
• Meet targets for handle time, quality score and customer satisfaction.
• Process returns, exchanges, refunds and address changes.

Required qualifications

• Reliable attendance. Schedule adherence is tracked.
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check.
• Able to sit at a workstation and wear a headset for a full shift.
• High school diploma or GED.
• Typing speed of at least 35 WPM.
• Comfortable using multiple screens and systems at the same time.

Preferred qualifications

• Prior billing or insurance call centre work.
• Zendesk, Five9 or Genesys experience.
• Experience handling escalations.

Compensation and benefits

• Health insurance for you and your family.
• Company pension scheme.
• 25 days annual leave.
• Life assurance.
• Income protection.
• Overtime available.
• Bike to work scheme.

We may close the vacancy early if we receive a high number of applications.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Merrick Assurance Corp..