Customer Care Executive

4 days ago

Makati, Philippines AXA Full time

Responsible for providing end-to-end customer service to AXA customers using different communication channels, either voice or email.

  1. Resolve and/or de-escalate complaints.
  2. Process account modifications and requests.
  3. Educate customers and distributors on the different self-service tools of AXA (if applicable).
  4. Escalate real-time issues for top call drivers that are out of the country.

Address distributor inquiries on transaction status and aftersales processes.

Responsibilities:

  1. Educate customers and answer queries on products, processes, and policy information.
  2. Promote Self-Service channels (whenever applicable).
  3. Provide extra mile actions to deliver a delightful customer experience whenever possible.
  4. Ensure that contact information is updated (once mandated by management).
  5. Ensure complete processing on issuance of insurance contracts.
  6. Update customers on the status of transactions and requests.
  7. Create case requests for modifications, whether new or follow-up.
  8. Advise on requirements, processes, and SLAs.
  9. Complaints Management:
    • Provide resolution to customer complaints.
    • Determine the root cause/nature of complaints through probing and active listening.
    • Coordinate with stakeholders to determine resolutions.
    • Keep the customer informed on the status of the issue, next steps (with SLA), and solutions.
    • Escalate cases to proper channels if necessary.
    • Oversee complaints lodged until resolved.

Qualifications:

  • Bachelor’s degree holder.
  • At least 2 years of experience in a Customer Service function.
  • Exposure in the banking/insurance industry is a plus.
  • Experience using multiple/non-traditional channels in customer servicing (chat, new media).
  • Excellent communication skills (active listening, verbal, and written).
  • Proficient in English and Filipino (grammar) and able to express thoughts clearly.
  • Dependable.
  • Flexible and open to change.
  • A good team player.
  • Problem solver, dynamic, and able to multi-task.
About the company

AXA SA is a French multinational insurance firm.

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