Customer Service Claims Manager

2 days ago

General Santos, Soccsksargen, Philippines beBeeCustomerService Full time ₱350,000 - ₱600,000
Job Title: Customer Operations/Claims Coordinator

The role involves providing exceptional customer service and ensuring smooth coordination of bookings, customer updates, towing, and vehicle repairs.

The ideal candidate will be responsible for managing the entire process from start to finish, keeping all parties informed throughout.

This includes delivering high-quality customer service, handling inbound and outbound customer calls and leads in a timely manner, maintaining lead conversion performance in line with KPIs, coordinating with repairers, tow truck operators, fleet agencies, and assessors to manage the repair process.

The successful candidate will also collaborate with internal departments to ensure efficient case management, support end-to-end claims coordination including lodging claims, gathering evidence, and following up on progress.

Additionally, they will assist in determining liability and initiating recovery from at-fault third-party insurers, arrange accident replacement vehicles, and coordinate delivery/pick-up logistics.

The candidate will update customers throughout the claims process and ensure timely resolution, maintain accurate and up-to-date case records and documentation, and flag issues or delays to the onshore team and suggest process improvements as needed.

The ideal candidate will have a strong background in motor vehicle accident insurance or claims, excellent phone communication and customer service skills, at least 5 years of experience in a customer-facing, operations, or claims support role, strong attention to detail, and ability to manage multiple active cases with minimal supervision.

They will also be proficient in written and spoken English, confident communicating with Australian customers and partners, and experience using CRM or case management tools.

Key Responsibilities:

  • Deliver high-quality customer service
  • Handle all inbound and outbound customer calls and leads
  • Maintain lead conversion performance
  • Coordinate with repairers, tow truck operators, fleet agencies, and assessors
  • Collaborate with internal departments
  • Support end-to-end claims coordination
  • Determine liability and initiate recovery
  • Arrange accident replacement vehicles
  • Update customers throughout the claims process
  • Maintain accurate case records


Requirements:

The ideal candidate will possess:

  • A strong background in motor vehicle accident insurance or claims
  • Excellent phone communication and customer service skills
  • At least 5 years of experience in a customer-facing, operations, or claims support role
  • Strong attention to detail and ability to manage multiple active cases
  • Proficient in written and spoken English
  • Experience using CRM or case management tools

What We Offer:

We offer a range of benefits to our employees, including:

  • Health insurance
  • Leave Benefits
  • 13th Month Salary

Our company culture is built on collaboration, learning, and growth. We encourage our employees to take ownership of their work, contribute to process improvements, and participate in social events and team lunches.

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