Remote Claims Resolution Specialist

8 hours ago

Manila, National Capital Region, Philippines beBeeCustomerService Full time ₱35,000
Claims Resolution Specialist

The Claims Resolution Specialist will be responsible for investigating and resolving customer complaints related to custom merchandise.

Key responsibilities include:

  • Managing and investigating incoming customer claims related to promotional product orders, including incorrect or missing imprints, damaged or defective products, late or misdelivered shipments, pricing discrepancies, or billing concerns.
  • Collaborating with internal departments such as Production, Art, Sales, Shipping, and Customer Service to gather relevant information, identify the root cause, and determine the appropriate resolution.
  • Communicating with customers professionally and empathetically throughout the claims process. Providing updates, explaining investigation findings, and presenting resolution options.
  • Executing claims resolutions, including product reprints, credits, refunds, replacements, or discounts, in alignment with company guidelines and authorization levels.
  • Maintaining accurate and thorough documentation of all claims, outcomes, communications, and resolution actions within internal systems. Assisting in preparing trend reports and contributing to process improvement initiatives.
  • Identifying recurring issues and escalating them to the Claims Manager to help drive improvements in product quality, vendor accountability, and fulfillment accuracy.

Required skills and qualifications include:

  • Minimum 2 years of experience in customer service, claims resolution, or order investigation, ideally within the promotional products industry or a similar custom manufacturing environment.
  • Strong analytical and investigative skills.
  • Excellent verbal and written communication abilities.
  • Ability to handle sensitive situations with professionalism and empathy.
  • High attention to detail and strong organizational habits.
  • Comfortable navigating multiple systems, including order management and CRM platforms.
  • Ability to manage multiple claims simultaneously in a fast-paced environment.
  • High school diploma or GED required.
  • Familiarity with the promotional products lifecycle, including customization methods (e.g., screen printing, embroidery, pad printing, etc.).
  • Experience working with vendors, decorators, and fulfillment partners.
  • Proficiency in ERP and CRM systems used in the promotional products industry.

Benefits of working with us include:

  • Industry-leading salary packages.
  • Permanent work-from-home setup.
  • Company equipment provided.
  • Internet stipends upon regularization.
  • HMO Coverage.
  • PTO credits and service incentive leaves.
  • Major spring and winter company live events.
  • Monthly employee appreciation virtual events.
  • Company-provided career skills training courses.
  • A company culture focused on your personal and professional growth.

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