OMNI Channel Administrator
WTW · Taguig
This is a fantastic opportunity to join a highly successful and growing organization as an Omni-Channel Administrator. In this role, you will be answering inbound calls, returning calls, and answering emails and web chats for major UK clients.
The Role
- Answer inbound queries relating to Pensions and Flexible Benefits via telephone, email, and web chat. Returning voicemails and making call backs as required. Clearly and accurately documenting your discussion and any actions due to be taken.
- Aim to answer caller queries on first contact as often as possible, utilising the self-serve opportunities WTW provide online where appropriate
- Handle confidential information with sensitivity and discretion in accordance with the General Data Protection Legislation and company data security requirements
- Provide an exceptional level of customer service, adapting to different caller scenarios in accordance with WTW Best Practice and Client processes
- Positively represent WTW and our Clients by providing a friendly and professional service
- Work efficiently to achieve team and personal targets
- Collaborate with team members and organisation to continuously improve caller and member experience
(please note this is not a sales environment, the targets are around answering calls within set timeframes / resolving queries efficiently on first contact)