Call Agent Operator - Personal Assistance (Εκπρόσωπος Προσωπικής Βοήθειας)
ICAP Employment Solutions, on behalf of its client, a leading company with a dominant position in the insurance sector, is seeking a Call Agent.
Profile Customer Focus Collaboration Self-Development Ensures Accountability Being Resilient Communicates Effectively Situational Adaptability Optimizes Work Processes
Main Responsibilities Receiving, evaluating, and processing incoming and outgoing calls, complaints, and written customer requests through multiple channels, timely and in accordance with the relevant products and the provided services. Where required, escalating the request to the appropriate department and coordinating communication between the involved parties. Identifying and analyzing the needs of customers (individuals, partners/intermediaries, or companies), as well as issues related to the responsibilities of this specific position. Clarifying information and investigating every issue with the aim of protecting and ensuring the company's interests. Providing advice and/or information to existing or potential customers (individuals, partners/intermediaries, or companies) regarding products or services that fall within the scope of the position. Adhering to the prescribed communication scenarios (scripts) and procedures when managing different topics, while maintaining flexibility and adaptability to every possible situation. Coordinating the implementation and acceptance of proposed solutions, based on the advice provided to the customer and according to the prescribed acceptance criteria. Maintaining communication with potential and existing customers (individuals, partners/intermediaries, and companies) and developing customer relationships regarding the assigned products/services. Maintaining open communication channels with all involved parties for the effective management of customer requests. Entering and managing customer information, contracts, requests, complaints, and/or observations into the corresponding systems. Identifying and reporting malfunctions or bottlenecks in work processes, procedures, and/or systems. Contributing to the improvement and optimization of processes through continuous monitoring and reporting.
Required Qualifications: High School graduate or holder of a BSc degree (IEK/TEI/AEI). Advanced or excellent knowledge of the English language, as well as any other language required depending on the sector. Good knowledge of IAG products and procedures. Advanced knowledge of MS Office. Advanced knowledge of the terminology used in the tourism industry. Advanced geographical knowledge of Greece, Europe, and the rest of the world. More than 3 years of professional experience in a related field, such as customer service, the insurance sector, or a similar subject. Good knowledge of CRM systems and practices, preferably. Good knowledge of medical protocols (Health Assistance). Basic training/qualification in the insurance sector. Basic knowledge regarding vehicle functions (Road Assistance).
Benefits: Five-day 8-hour work, flexible schedule Satisfactory compensation package and incentives Pleasant, collaborative, and dynamic work environment Participation in projects that enhance your experience and skills
*If your CV meets the requirements of this specific job position, we will contact you by phone to schedule a meeting. We handle every application with responsibility and absolute confidentiality. *In accordance with the European Union Directive on Pay Transparency (EU) 2023/970, the salary range for the position will be disclosed to candidates by our consulting team during the initial telephone communication, before the start of the interview process.