Customer Service Representative

6 days ago

Taguig, National Capital Region, Philippines Cognizant Full time

About the Position

We are looking for a skilled Customer Service Representative with 4-6 years of experience in healthcare call centers. The ideal candidate will possess strong knowledge of IVR systems and be able to deliver exceptional customer experiences.

Key Responsibilities

  • Provide top-notch customer service by addressing inquiries and resolving issues efficiently.
  • Lead daily operations to ensure seamless workflow and optimize call center performance.
  • Streamline call handling using IVR systems and enhance customer satisfaction.
  • Analyze call center metrics to identify areas for improvement and implement process enhancements.
  • Collaborate with team members to develop and refine call center protocols.
  • Ensure compliance with healthcare regulations and company policies.
  • Develop and train new employees to uphold high customer service standards.
  • Escalate complex customer issues and provide effective solutions.
  • Maintain accurate records of customer interactions and transactions.
  • Provide feedback to management on customer concerns and trends.
  • Participate in regular team meetings to discuss performance and share best practices.
  • Stay updated on industry trends and advancements in call center technology.

Requirements

  • 4-6 years of experience in customer service within a healthcare call center environment.
  • Strong knowledge of IVR systems and their application in call centers.
  • Excellent communication and problem-solving skills.
  • Ability to work independently and manage time effectively.
  • Detail-oriented with strong organizational skills.
  • Able to handle high-pressure situations calmly and efficiently.
  • Proficient in using call center software and other relevant tools.

Certification Requirement

Certified Call Center Manager (CCCM) or equivalent certification in customer service management.

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