SME-Customer Service LS

3 days ago

Taguig, National Capital Region, Philippines Cognizant Full time
Overview

We are seeking a Subject Matter Expert in Customer Service with a focus on Life and Annuity domain knowledge. The ideal candidate will have 3 to 6 years of experience and will work from our office during night shifts. This role does not require travel. The candidate will play a crucial role in enhancing customer satisfaction and operational efficiency.

Responsibilities
  • Provide expert guidance in customer service operations within the Life and Annuity domain to ensure high-quality service delivery.
  • Analyze customer inquiries and issues offering effective solutions that align with company policies and enhance customer satisfaction.
  • Collaborate with cross-functional teams to streamline processes and improve service efficiency.
  • Develop and implement strategies to optimize customer interactions and reduce response times.
  • Monitor and evaluate customer service performance metrics identifying areas for improvement.
  • Conduct training sessions for team members to enhance their understanding of the Life and Annuity domain.
  • Maintain up-to-date knowledge of industry trends and regulatory changes to ensure compliance and best practices.
  • Assist in the development of customer service policies and procedures that support the companys objectives.
  • Utilize data analytics to provide insights and recommendations for service improvements.
  • Handle escalated customer issues with professionalism and empathy ensuring timely resolution.
  • Contribute to the development of new service offerings that meet customer needs and drive business growth.
  • Support the implementation of new technologies and tools that enhance customer service capabilities.
  • Foster a customer-centric culture within the team promoting continuous improvement and innovation.
Qualifications
  • Possess in-depth knowledge of the Life and Annuity domain with proven experience in customer service roles.
  • Demonstrate strong analytical skills to assess and improve service processes.
  • Exhibit excellent communication skills both verbal and written to effectively interact with customers and team members.
  • Show proficiency in using customer service software and data analytics tools.
  • Have a track record of successfully managing customer relationships and resolving complex issues.
  • Display the ability to work effectively in a night shift environment maintaining high levels of productivity.
  • Be committed to continuous learning and staying updated with industry developments.
Certifications Required

Certified Customer Service Professional (CCSP) or equivalent certification in Life and Annuity domain.


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