Customer Support Assistant

Full job description

Job Accountabilities

As Customer Support Assistant, your role will involve:

Delivering timely, high-quality service to Savings customers.
Demonstrating commitment to Zurich’s corporate values.
Proactively managing key stakeholder relationships.
Applying knowledge of relevant systems, products, and procedures.
Processing withdrawals and contributions within agreed SLAs.
Resolving complaints promptly and customer-focused, conducting root cause analysis, and implementing preventive measures.
Taking a proactive approach to issue resolution, escalating as needed, and coordinating with internal stakeholders.
Participating in problem-solving sessions focused on customer, control, and cost.
Acting as the primary point of contact for clients, coordinating responses with team members and departments.
Gathering customer insights and driving service improvements.
Facilitating customer surveys (TNPS) to identify improvement opportunities.
Achieving both qualitative and quantitative targets.
Suggesting new ideas to enhance customer experience.
Participating in projects to support personal development.
Ensuring adherence to regulatory and compliance standards.
Seeking opportunities for advancement and sharing best practices.
Taking ownership of your performance management.
Contributing to a positive team culture and working environment.

Business Accountabilities

Maintain oversight of service delivery to the customer.
Investigate and assess unusual and/or complex customer/distributor queries or service requests and employ established techniques to determine an appropriate course of action.
Identify and comply with the main principles relevant to legal and regulatory controls that govern standard work practices.
Contribute to identify potential risks and issues of non-compliance.
Review and analyze customer service levels using standard reporting tools and highlight discrepancies if any.
Support the development of new and expanding business opportunities.
Recommend and implement changes to processes systems.
Ensure that appropriate documentation, implementation and communication of established policy procedures and operating standards is up to date.

Job Qualifications

To be successful in your role, you will need:

A bachelor’s degree (or equivalent).
1-2 years’ experience in corporate savings or corporate risk operations. Only candidates with relevant experience will be considered.
Strong understanding of insurance, corporate life/savings, and pensions or end of service benefits is highly desirable.
Experience working in an international and culturally diverse organization would be an advantage.

Skills:

Analytical and problem-solving mindset.
Accuracy and Attention to details.
Intermediate knowledge of Microsoft office packages– Word, Excel, and PowerPoint.
Excellent negotiation and communication skills both written and verbal in English.