Customer Success Support

3 days ago

Bonifacio Global Metro Manila, Philippines Petsure Services Inc. Full time ₱2,100,000 - ₱6,300,000 per year

PetSure Services Incorporated (PSI) is a Philippine-based outsourcing solutions provider focused exclusively on the global pet insurance and pet care industry. PSI delivers dedicated customer care, claims administration, sales support, and retention services to world- leading pet insurance brands.

Our client is one of the most trusted pet insurance brands globally—known for fast, reliable coverage, and exceptional member experience.

The Customer Success, Support (Post-Sales) role plays a vital part in delivering on our mission to provide world-class claims and customer service within the insurance industry in Malaysia and across the region. As a key member of the Claims & Support team, you will be responsible for assisting customers with inquiries related to policy matters, claims, and renewals, ensuring timely and effective resolution of issues while delivering a seamless and positive customer experience.

Key Accountabilities

1. Customer Support & Engagement

  • Serve as the primary point of contact for customers regarding pet insurance policies.
  • Provide prompt, accurate, and friendly support via email, chat, and phone.
  • Educate customers on policy terms, coverage, and benefits.
  • Assist customers with policy changes, renewals, and cancellations

2. Claims Assistance & Follow-up

  • Guide customers through the claims submission process.
  • Ensure all required documents are submitted correctly for claims processing.
  • Proactively follow up on claims status and update customers accordingly.
  • Answer any questions relating to claims follow up and enquiries

3. Payments & Billing Support

  • Address payment-related inquiries, including billing issues, failed transactions, and refund requests.
  • Assist customers in updating payment details and managing auto-renewals.
  • Work with the finance team to reconcile payment discrepancies. 4. Customer Retention & Renewal Reminder and Support
  • Engage with customers due for renewal and provide support to ensure continued coverage.
  • Address concerns regarding premium adjustments, policy upgrades, and downgrades.
  • Identify customers at risk of non-renewal and implement retention strategies

Qualifications:

  • Preferred Tertiary qualifications in any disciplines. Candidate must be a graduate of Senior High School and/or has completed at least 2nd year in college will be considered.
  • Must have at least 3-year experience in Customer Service or equivalent.
  • Experience in quality-controlled working environment is desirable
  • Excellent Communication Skills
  • Must be knowledgeable in basic computer applications
  • High Level initiative, accountability, self-motivation and team-player
  • Strong Customer Service orientation
  • Keen to details, accuracy and completeness
  • Operational, pragmatic and process drive
  • Full-time position available/ Hybrid Work Arrangement I Candidate must be willing to work onsite for the first 3 months of his/her employment with PSI
  • Must be willing to work on dayshift schedule - Malaysia Time
  • Can start on ASAP

Benefits:

  • Day 1 HMO
  • Annual Leave Credits
  • Group life Insurance
  • Performance-Based Incentives
  • 13th & 14th Month Bonus
  • Transportation and Meal Allowance
  • Medicine & Optical Reimbursement Allowance
  • HMO with FREE dependent
  • 30 Annual Leaves
  • and many more

Must be willing to work at Accralaw Tower, Bonifacio Global City Taguig or Giga Tower Bridgetowne, Quezon City

*Job offer will commensurate based on the candidate's qualifications, work experience and result of the assessment

Click the "APPLY NOW" button

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