Sales and Services Call Centre Agent Remote

Job Description

At Saga we’re radically flexible which means our colleagues haveautonomy over where they work – home, hybrid or hub. This role has a hybrid element which means our team come together when we need to collaborate.Saga Insurance is a modern, fast paced and challenging sales and customer service environment where you will spend each day fulfilling a variety of needs by selling our fantastic range of Saga products as well as providing first class customer service toour new and existing customers.Dealing effectively with inbound calls regarding a range of products and transactions is what’s involved here. A real chance to make the most of your excellent customer service skills. You’ll spend each day identifying and fulfilling a variety of needs,including bringing on board new customers, retaining existing ones and cross-selling at every opportunity. In short, you’ll provide a high-quality service and prove that nothing is too much trouble. Package DescriptionThe standard benefits when you join Saga include:

• Remote working available where possible
• 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year
• Free private medical insurance after 1 years service
• Workplace Pension
• AXA Be Supported
• A range of reductions and offers from leading retailers, travel groups and entertainment companies

Main Responsibilities

• Converting quotes into sales, always focusing on customer retention and exceptional service
• Investigate and resolve incoming customer complaints, escalating to appropriate channels accordingly
• Become a product expert and understand each customer’s needs to provide real, effective solutions and deliver exceptional customer service
• Contribute proportionately to the teams achievement of all KPI’s as set by the Team Leader
• Meet and exceed the quality standards set by Saga in handling calls and ensure that all promises to our customers are fulfilled
• Maintain positive attitude in the face of customer concerns
• Additional duties and responsibilities may be assigned based on the ever-evolving service and support our customers require.

The Ideal Candidate

• Excellent verbal and written communication
• Ability to collaborate with team members and develop relationships cross-functionally and remotely in a team environment
• Natural tendency to quickly problem-solve in the most stressful situations
• Excellent time management capabilities with strong attention to detail
• Ability to multitask and prioritise accordingly based on assigned deadlines
• Strong ability to manage difficult situations and challenging customers
• Capacity to take ownership of resolving the customer issue and act as an advocate
• Capability to learn new systems and tools in a fast-paced environment
• Ability to develop and apply innovative solutions to solve challenges in ambiguous situations
• Strong ability to ask questions and think critically to uncover root cause of customer issue

Our Saga Values:

• Precision Pace - Always owning and making things happen.
• Empathy – Always aware of others.
• Curiosity – Always asking why.
• Collaboration – Always one team, the Saga team!

About The CompanyOver the past 70years we have become the UKs specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised forits high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance andthe Saga Magazine.At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50as we are champions of age inclusivity. We are an official Disability Confident employer and ensure that our recruitment processis inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.Saga does not accept agency CVs unless specifically engagedonthe role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related toCVs received in this unsolicited manner.#LI-Remote