Customer Service Representative

3 days ago

Davao del Norte, Philippines Fair Trade Outsourcing Full time

Fair Trade Outsourcing Ph Inc.Who we are:Fair Trade Outsourcing™ (FTO) is a fast-growing BPO company and fair trade outsourcing center that provides impact sourcing work for companies worldwide.Our main office is in Philadelphia, Pennsylvania with a global network of delivery centers in the Philippines, Mexico, and Ghana.In the Philippines, we already have four centers with more than a hundred employees in each site.MissionWe are a Fair Trade Outsourcing Center Company that delivers superior results for clients by valuing our agents, ensuring their safety, and improving their economic welfare.VisionWe seek to reduce global poverty and economic insecurity by creating sustainable middle-class employment, eventually growing a new generation of capital owners from wage earners.Responsibilities:Respond to 70-90 phone calls per day, providing exceptional customer service in every interactionAnswer customer emails promptly, addressing their inquiries and concerns professionallyAssist other departments with policy procedures and adjustmentsHelp Pet Parents understand coverage and options, review claims, and maintain and adjust new and existing policiesCollaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resourcesHandle emotionally challenging, intense, and stressful situations with grace and resilienceBeing a member of the Contact Center means responding to 70-90 phones calls per day, answering Pet Parent emails, assisting other departments with policy procedures and adjustments, helping Pet Parents understand coverage and options, reviewing claims, maintaining, and adjusting new and existing policies while providing a memorable customer experience.The Contact Center position is a demanding and important role, and, as with any job, there are tough calls and days. Our ideal candidate will be able to handle themselves with grace and the understanding that customer service is an extremely rewarding position. As cast members at Disney are taught, you must keep personal feelings “backstage” and bring your best forward.Knowledge, skills & abilities required:· Experience working in the pet insurance, healthcare, or other insurance industriesRequirements:Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalismExcellent interpersonal and communication skills, including empathy and the ability to build rapport with customersAdaptability and the ability to multitask in a fast-paced and demanding environmentExperience in a customer service role, preferably in a call center settingA genuine desire to make a positive impact on customers’ experiences and help them find solutions to their concerns

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