Customer Service Representative

2 days ago

Taguig, National Capital Region, Philippines NA1 Full time $40,000 - $60,000 per year

Job Description:

As a Benefit Customer Service Representative, you will have the rewarding opportunity to help our client members through the enrollment process and when making updates to their health care and/or pension plans. We allow you the freedom to take the time necessary to provide the highest level of service. You will start out on one client, and with dedication to our clients and WTW, you will be cross trained to provide assistance on multiple clients. You will spend your day either on the phone or providing assistance through webchat conversations and email. We provide superior service center environment in professional buildings where you will be recognized for your dedication.

  • Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email, and instant message
  • Ability to customize customer service approach to meet all types of member communication styles and personalities while maintaining professionalism, and diplomacy during difficult calls
  • Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
  • Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon
  • Read and understand client's plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and to anticipate the future needs of the member
  • Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
  • Maintain and document complete and accurate call and case notes in a professional manner
  • Regularly participate in team meetings and training
  • You will spend much of your time assisting customers
  • Perform other duties as assigned

Qualifications:

  • At least 2 - 3 years of relevant work experience in healthcare account/LOB.
  • Bachelor's degree in any field
  • Excellent phone etiquette and excellent verbal, written, and interpersonal skills
  • Nice to have: Background in the healthcare, medical, or insurance industry
  • In-depth knowledge of call center operations and customer service best practices
  • Comfortable in night shift & Full onsite
  • Open for ASAP or 30-day rendering period
  • Education Requirement: This position requires a minimum of a Bachelor's Degree and Associate degree diploma.

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