16 Dec | SPE Domestic and General Insurance Europe AG, Sucursal en España | Madrid
Job summary:
• D&G's purpose is to make the world a better place, one repair at a time with a mission to keep our customer's world running.
You will be responsible for delivering an excellent experience to our customers first time, every time using all skills & knowledge in order to resolve queries effectively.
Engaging with all customers to draw their attention to other suitable products available that could improve their customer experience and create a sales opportunity where appropriate.
You will deal with a variety of different customer call types as required to suit the business & customer needs.
You will have ownership of your customer's experience and will, as appropriate, feedback to improve the journey in a positive & ethical way in line with our processes, values & behaviours.
You will be part of an Elite team that shows best practice and tests new products and material.
• You will be answering inbound calls in French and offering insurances to the consumers.
• Consumers that have purchased a new appliance will give you a call to register their appliances.
• Your role will be to capture all the details and confirm the registration once that is done, we will expect you to explain the legal warranty and offer additional insurance.
• The agent should have a strong commercial profile, good knowledge of sales techniques, and know how to deal with objections.
• The agent should also have strong customer service skills, be used to working to targets and changes in products.
In addition, the agent should be a strong communicator, who is able to provide insightful feedback on processes and best practices.
Systems Knowledge:
PC literate, with the ability to multitask & navigate multiple systems at any one time.
Competent with Microsoft Teams & Office programs.
PERSON SPECIFICATION: Skills: Essential
- Excellent communication skills with the ability to adapt tone and pace as required.
- Ability to multi-task and adapt to change as and when required.
- Solution-focused.
- Sales/negotiation skills.
- Take on & act upon feedback.
Desirable
- Ability to drive high-quality sales appropriately.
- Able to sell compliantly adhering to verification guidelines.
- Ability to work within regulatory guidelines offering excellent customer service.
- Familiar with using an outbound dialler to facilitate calls.
(OB only)
Knowledge: Essential
- French native
- At least 6 months phone sales experience
- Understanding of excellent customer service delivery factors that enable sales.
Desirable
- Understanding of First contact resolution.
- Understanding of up-selling & cross-selling.
- Understanding of use of contact centre computerised systems.
- Familiarisation with contact centre telephony & terminology.
Experience:
- Target-driven sales experience.
- Sales experience in a contact centre environment.
- Objection & complaint handling.
What we offer?
- Permanent contract.
- 100% teleworking or hybrid if you live in Madrid.
- Monday to Friday from 09:00-18:00 (40h).
- Salary above agreement.
- Attractive and achievable incentives based on results.
- Restaurant ticket with an amount of €202 per month.
- 26+7 days of vacation per year.
- Material for teleworking (laptop, headphones, and HDMI/USB adapter).
- Private health insurance paid by the company.
- Training sessions and wellbeing activities that we organize both through Teams and at the office.
- Free policy for employees (appliances/mobile up to an amount of €1,200).
- Employee Support Program (Advice, Social Resources, Personal Finances, etc.
)
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans.
We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
Domestic & General are an equal opportunities employer, which means we treat people fairly.
We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status.
We also have a thorough referencing process, which includes credit and criminal record checks.
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