Customer Service Supervisor 1

3 weeks ago

Taguig, National Capital Region, Philippines WTW Full time

The Role

  • Provide role model leadership for Customer Service Representatives
  • Ensure schedules are communicated and performed accordingly by CSRs
  • Ensure established practices and work processes, tools and methodologies are being utilized
  • Coordinate staffing with various Service Center Managers
  • Assist in training and developing associates in the Customer Service Center
  • Foster teamwork, positive morale, and open communication
  • Handle client escalations as directed/needed
  • Handle participant interactions as necessary during periods of high call volume
  • Perform customer service support and meet clients' day-to-day administrative needs with respect to benefit plans
  • Provide technical support and assist customers in using web-based, employee self-service tools, and be able to troubleshoot basic technical support issues for CSRs
  • Respond professionally to customer inquiries/complaints received via phone, e-mail or chat and ensure that appropriate action is taken, including follow up
  • Research participant questions and plan issues
  • Maintain complete and accurate call and case notes
  • Work closely with other customer service representatives and client representatives
  • Complete special projects as needed
  • Communicate on a proactive basis
  • Participate in team meetings and training and may participate in client status meetings
  • Read and understand the client's plan documents, amendments and online knowledge base tools, etc.
  • Participate in development of knowledge base tools and client implementation
  • Monitor staff and call management system queues/metrics to consistently meet Service Center performance metrics and quality goals
  • Work with Client leadership to ensure client cases assigned by CSRs are handled in a timely fashion
  • Provide back-up coverage for Client leadership through direct support or coordination of coverage with the client team
  • Perform other duties as assigned

The Requirements

  • 3 + years in customer service setting with management/leadership experience; health and benefits or pension experience required
  • Associates or Bachelor's a plus
  • Experience working in a global company/ matrixed environment
  • Strong interpersonal skills
  • Demonstrate strong written and verbal communication and time management skills
  • Ability and desire to encourage professional development of associates
  • Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems; the ability to use several at the same time
  • Strong attention to detail and excellent organizational skills
  • Ability to communicate policies and procedures and ensure compliance
  • Ability to work a flexible work schedule and be punctual to work
  • Ability to successfully work in a team environment

WTW is an Equal Opportunity Employer


  • Customer Service Specialist

    1 month ago

    Taguig, National Capital Region, Philippines Yara International Full time

    About the UnitOur purposeOur founders faced and overcame the greatest food challenge of their time. With collaboration and curiosity, they helped save the lives of millions. Since then, we have continuously developed solutions that improve and increase global food production more sustainably.But the disruptions of recent years have shown how fragile the food...

  • Customer Service Associate 2

    3 weeks ago

    Taguig, National Capital Region, Philippines Abbott Laboratories Full time

    The Customer Service Associate II- (ADPI) is responsible for a variety of sales and customer support activities by providing product and service information, resolving service inquiries and problems for internal and external customers. This position is responsible for the adherence of all procedures and Service Level Agreements (SLAs) established by Abbott...

  • Customer Service Associate 2

    1 week ago

    Taguig, National Capital Region, Philippines Abbott Laboratories Full time

    Job DescriptionAbbott Rapid Diagnostics is part of Abbott's Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions. The position of Customer Service Associate 2 is located...

  • Customer Service Associate 2

    3 weeks ago

    Taguig, National Capital Region, Philippines Abbott Laboratories Full time

    Job Summary:Abbott Rapid Diagnostics is part of Abbott's Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.The position of Customer Service Associate 2 is located in...

  • Associate-1

    2 weeks ago

    Taguig, National Capital Region, Philippines ING Full time

    Job description:CLT Accounts is responsible for the opening of accounts requested via the online ING channels by both existing customers and prospects, after carrying out the necessary checks. Every aspect of this role relates to the customer experience you provide; ensuring you service our customers by meticulous application of KYC regulations – doing...

  • Service Desk Analyst

    4 weeks ago

    Taguig, National Capital Region, Philippines DXC Technology Full time

    Job Description:KEY RESPONSIBILITIESFirst-Level Support: Respond to incoming IT support requests via phone, email, or chat in a timely and professional manner, primarily in Mandarin, and ensure proper documentation of incidents.Problem Resolution: Diagnose and troubleshoot hardware, software, and network issues, aiming to resolve Level 1 issues independently...

  • Service Desk Analyst

    4 weeks ago

    Taguig, National Capital Region, Philippines DXC Technology Full time

    Job Description:KEY RESPONSIBILITIESFirst-Level Support: Respond to incoming IT support requests via phone, email, or chat in a timely and professional manner, primarily in Korean, and ensure proper documentation of incidents.Problem Resolution: Diagnose and troubleshoot hardware, software, and network issues, aiming to resolve Level 1 issues independently...

  • Service Desk Analyst

    2 weeks ago

    Taguig, National Capital Region, Philippines DXC Technology Full time

    Job Description:KEY RESPONSIBILITIESFirst-Level Support: Respond to incoming IT support requests via phone, email, or chat in a timely and professional manner, primarily in Korean, and ensure proper documentation of incidents.Problem Resolution: Diagnose and troubleshoot hardware, software, and network issues, aiming to resolve Level 1 issues independently...

  • Sales & Service Administrator

    3 weeks ago

    Taguig, National Capital Region, Philippines Monroe Consulting Group Full time

    Monroe Consulting Group is recruiting a Sales & Services Administrator on behalf of a multinational medical devices company. The role will directly report to the National Sales Manager and will be based in BGC, Taguig w/ onsite work setup (Mon-Fri). Key Responsibilities:Handle incoming customer enquires via service hotline and dispatching jobs to Service...

  • IT Service Desk Lead

    1 month ago

    Taguig, National Capital Region, Philippines Continental Full time

    Continental Global Business Services in Manila started in June 2012 as Veyance Technologies Inc. and was acquired by Continental AG in January 2015. On the same year, it legally changed the company name to Continental Global Business Services Manila Inc., which reflects its global presence as a full-fledged subsidiary of ContiTech Division in Continental...

  • Technical Services Specialist

    3 weeks ago

    Taguig, National Capital Region, Philippines Abbott Laboratories Full time

    APAC Technical Support is one of several Technical Support Groups that has been strategically placed around the globe. APAC deals with complaints and enquiries on product distributed by Abbott ARDx in the Asia Pacific Region. The role provides first line technical support to end users, distributors and commercial teams via phone, web-based tools and email....

  • Customer Loyalty Member

    3 weeks ago

    Taguig, National Capital Region, Philippines ING Full time

    Overview:As part of the Lending Services Team, you will be responsible for the day to day processing requirements of the function and interacts closely with the department. Clients being served are mostly quite experts and usually demand prompt service of high quality. Employee is expected to abide by international rules relative to compliance and...

  • Technical Support Associate

    1 week ago

    Taguig, National Capital Region, Philippines Abbott Laboratories Full time

    Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.The Technical Support Associate documents complaints and inquiries on product distributed by...

  • Transaction Services Corporate Sales

    4 days ago

    Taguig, National Capital Region, Philippines ING Full time

    JOB DESCRIPTIONJob Title: Transaction Services Corporate Sales Corporate Title: DirectorEntity: ING Bank N.V., Manila BranchReports to: Philippines Country Manager & Regional Head of TSLocation: TaguigBackground Transaction Services ("TS") looks after the cash management and trade finance needs of customers across the ING franchise. This product line has...

  • Korean Speaking, Accounts Receivable Analyst

    3 weeks ago

    Taguig, National Capital Region, Philippines Continental Full time

    Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent, and affordable solutions for vehicles, machines, traffic and transportation.Continental Global Business Services in Manila started in June 2012 as Veyance...

  • Japanese Speaking, Accounts Receivable Analyst

    3 weeks ago

    Taguig, National Capital Region, Philippines Continental Full time

    Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent, and affordable solutions for vehicles, machines, traffic and transportation.Continental Global Business Services in Manila started in June 2012 as Veyance...

  • 3325 - Panel Administrator 2

    1 week ago

    Taguig, National Capital Region, Philippines IQVIA Full time

    Brief Description:Under close guidance or supervision, responsible for recruiting and/or interviewing target panel respondents and maintain, verify, and/or validate healthcare professionals' reference information.Role and Responsibilities: Contacts healthcare professionals (HCPs) through phone, email, or fax for online market research study purposes i.e.,...

  • SAP SD Consultant

    3 weeks ago

    Taguig, National Capital Region, Philippines DXC Technology Full time

    Job Description:Qualifications:Minimum of 8 years of SAP SD and or TM experienceDevelops and drive large and or complex business solutions for targeted/assigned customers.Provide in-depth solutions in the area of SAP SD capability based on specific customer's business needsMust have at least 3 full lifecycle SAP SD implementations, solid industry experience,...

  • CDSD Operations Finance CS Manager

    4 weeks ago

    Taguig, National Capital Region, Philippines Thermo Fisher Scientific Full time

    Job DescriptionAt PPD, part of Thermo Fisher Scientific, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life – To enable our customers to make the world healthier, cleaner and safer. We provide our teams with the resources needed to achieve individual career goals while taking...

  • Order Management Associate

    3 weeks ago

    Taguig, National Capital Region, Philippines Continental Full time

    Continental Global Business Services in Manila started in June 2012 as Veyance Technologies Inc. and was acquired by Continental AG in January 2015. On the same year, it legally changed the company name to Continental Global Business Services Manila Inc., which reflects its global presence as a full-fledged subsidiary of ContiTech Division in Continental...