Customer Service Representative - US Voice Process

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Client Service/Account Management
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66240 Requisition #
As a global insurance brokerage, Gallagher seeks to provide the best service to its customers. The Gallagher Service Center is a crucial component of our ability to provide industry-leading quality and customer service, helping our global teams serve our end customers better, meet regulatory requirements and improve speed to market. 

SKILLS AND COMPETENCIES

  • 1 -4 years of experience in International Voice Process with excellent command over English (comprehension and conversation)
  • The candidate has to be a quick learner, high on energy and must have a flair for customer processes
  • Should have an eye for details to provide logical reasoning 
  • Proficiency in Microsoft Office (especially Excel and PowerPoint)
  • For US Geography - Minimum 1 year of experience in US voice process. Candidates must have excellent voice skills. Candidates from both Insurance/Non-Insurance domain can apply.
  • UK Geography - Minimum 2 years of experience in Auto/Motor insurance voice process is a must.
Expectations and tasks
  • Handle vendor calls and emails (both Inbound and Outbound) to resolve customer inquiries, queries and concerns using available claims information
  • Handle customer complaint and escalations by providing explanations and taking necessary steps
  • Demonstrate commitment and confidence through tone of voice
  • Follow the defined standard operating procedure and guidelines to provide accurate information to the callers
  • Find alternate solutions by researching and exploring information using available resources 
  • Identify and escalating unresolved issues and keeping supervisors in loop 
  • Maintaining call logs with adequate details of the call and the caller 
  • Ability to work on data for various reporting and analysis
  • Update knowledge by participating in developmental trainings
  • Ability to work with cross functional and global teams to build process expertise
  • Positive attitude and should be flexible to work in dynamic environment
  • Ability to generate process improvement ideas through Kaizen and projects
  • Enhances organization reputation by taking ownership and accountability

Minimum Job Qualifications
  • Any Bachelor’s Degree with excellent academic records.
  • Proficiency in Microsoft Office (especially Excel and PowerPoint)
  • Ability to work in a team and exhibit collaboration
  • Should be able to adapt to organizational changes
  • Willing to work in Night Shift
The Gallagher Service Center (GSC) supports various divisions of Gallagher, providing premier service to our customers around the globe. The GSC has grown into a team of more than 6,000 employees across four locations Kolhapur, Shimoga, Bengaluru and Pune, providing reliable, fast and high-quality support to field staff. 

Working at the GSC gives you the opportunity to join a growing global organization. We offer our employees an unmatched professional environment to use their skills, improve their knowledge and deliver tangible results. 

At Gallagher, we want to empower you to make a difference, take control and make an impact.

Gallagher believes that all persons are entitled to equality in our employment opportunities.