Customer Service Representative(Insurance)

5 days ago

Iloilo City, Western Visayas, Philippines Fair Trade Outsourcing Full time ₱600,000 - ₱1,200,000 per year

SPECIFIC DUTIES AND RESPONSIBILITIES

The following are the specific duties and responsibilities of the Customer Service Representative.

  • Inbound and outbound customer engagement during peak volume period of 6-month policy renewal season approaching.
  • Non-licensed service requests handled with Customer Experience Coordinators; requests requiring licensed representatives to be transferred or given a call-back option.
  • Facilitate resolution of highest level of escalated or sensitive customer complaints through verbal or written contact with internal team
  • Adhere to provided scripts and FAQ responses.
  • Learning and understanding company insurance products.
  • Answering calls and responding to customer complaints.
  • Accessing customer accounts and policy schedules.
  • Providing customers with detailed information about policies and products.
  • Recommending available products.
  • Forwarding customers to sales agents when a policy needs to be initiated or upgraded.
  • Typing up complaint reports.
  • Managing the customer complaint database.

REQUIREMENTS

  • Proven people management and leadership skills
  • Excellent communicator, both oral and written
  • Strong problem solving and communication skills
  • Strong analytical skills to investigate and resolve customer issues
  • Able to multi-task efficiently under time pressure
  • Previous experience in managing customer focused teams
  • Proven experience in managing a service and support focused team culture

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