Customer Billing Representative

1 day ago

Iloilo City, Western Visayas, Philippines Fair Trade Outsourcing Full time ₱25,000 - ₱50,000 per year
Specific Duties and Responsibilities

The Customer Service Representative (CSR) is responsible for assisting customers and ensuring their needs are handled efficiently and professionally. Main duties include:

  • Handle incoming and outgoing calls from customers, especially during the busy 6-month policy renewal period.
  • Process service requests that don't require a license, and coordinate with Customer Experience Coordinators to transfer or schedule call-backs for licensed-related concerns.
  • Address and resolve customer issues, including complex or sensitive ones, through clear and respectful communication with the internal team.
  • Use approved scripts and FAQs to ensure consistent and compliant customer communication.
  • Gain a good understanding of the company's insurance products and services to assist customers accurately.
  • Respond to customer inquiries and handle complaints in a timely and professional manner.
  • Review customer accounts, policies, and records as needed to provide support or clarification.
  • Give accurate information about available products and policies.
  • Recommend suitable products and refer customers to licensed sales agents when needed.
  • Log and report customer complaints as required.
  • Update and maintain records in the customer complaint database to ensure accurate tracking and reporting.
Requirements
  • Strong verbal and written communication skills.
  • Good problem-solving and critical thinking abilities.
  • Ability to analyze situations and find the best solutions for customer concerns.
  • Can multitask and stay organized even under pressure.
  • Experience in customer service, billing or supporting customer-focused teams is an advantage.

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