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Customer Service Supervisor 1

4 weeks ago

Taguig, National Capital Region, Philippines Willis Towers Watson 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
Qualifications

The Requirement

  • 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


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