Your role and responsibilities

Responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.

You should have a friendly and professional demeanor, good communication skills, and the ability to stay calm under pressure.

* Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers
* Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers
* Provides resolutions to caller problems and issues including researching and exploring alternative solutions
* Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope
* Accepts payment and initiates disbursement requests over the phone
* Navigates through a computerized data entry system or other relevant applications
* Manages documentation of all call information according to standard operating procedures
* Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received
* Undertakes all compliance and regulatory training in line with company requirements  
* Accountable in keeping up with process related learnings/training and meet performance standards set by the business
* Completes customer’s transactional requests as provided by caller.
* Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation
* Demonstrates accuracy in processing changes to customer policies based on the information provided
* Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.
* Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
* Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part.

‍

‍

Required education

Bachelor's Degree

‍

‍

Preferred education

Bachelor's Degree

‍

‍

Required technical and professional expertise

Fresh graduates AND experienced professionals are accepted.
* If college undergraduate, 1-2yrs of relevant work experience in a call center is required.
* Excellent written and verbal communication and interpersonal skills.
* Knowledge in MS Office applications.
* Strong customer focus and adaptability to different personality types.
* Able to work in multi-shift environment, including holidays.
* Able to multi-task, set priorities and manage time effectively.
* Location: Must be willing to report onsite - Eastwood City, Libis, Quezon City
* Shift: Night Shift

‍

‍

PROFESSIONALISM

‍
* Demonstrate initiative and responsibility for actions.
* Work independently while maintaining an effective team member mentality.
* Maintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training - no exceptions

‍

‍

Preferred technical and professional experience

LANGUAGE/COMMUNICATION REQUIREMENTS
* Ability to read and interpret work-related documents.
* Ability to respond to routine correspondence.
* Ability to listen, speak, and interact effectively with all customers and co-workers, adapting communication for optimal understanding.
* Excellent verbal communication skills required; ability to practice professional telephone etiquette and techniques on all calls.

‍

REASONING ABILITY

‍

* Ability to understand and follow instructions, both written and verbal.  

‍

WORK ENVIRONMENT AND CONDITIONS

‍

* Employee must be willing to work a flexible schedule to meet the needs of the account, including overtime, and emergency shifts

‍