CUSTOMER CARE SPECIALIST - MEMBER SERVICES
Level: Supervisor
Reporting Line: Team Manager
Customer Type: Maxicare Members
Position Accountability Statement
The Customer Care Specialists primary responsibility is to provide exceptional customer service
to Maxicare members through various channels such as phone, email, chat, Social Media, and
other messaging apps.
Broad Responsibility Highlights
Responsibilities of a Customer Care Specialist typically includes but not limited to:
- Analyzing customer issues and identifying effective solutions promptly, collaborating
with other teams if necessary, to resolve problems or concerns efficiently.
- Providing detailed information about Maxicare services, member eligibility, value-chain
within the member journey from LOA issuance up to actual availment whether through
PCN or other providers.
- Collecting and documenting customer feedback, both positive and negative, and
communicating it to his immediate supervisor.
- Keeping detailed records of customer interactions, issues, and resolutions to maintain a
comprehensive customer support history.
- Escalating complex cases based on set escalation procedures.
Requirements
- Strong verbal communication skills, interpersonal skills
- Exceptional listening and analytical skills
- Ability to multitask, adapt to changing workflows and successfully operate in a fast
paced and dynamic team environment
- Technical skills in operating computer system and multiple applications in single
transactions
- Demonstrate strong problem solving and decision making ability within a competitive
customer service environment.
- Minimum of 2 years BPO experience (Technical Support in Telco Account, CSR in
Financial Account, or Healthcare Account in similar LOB)
- BPO QA, SME, Trainer, Tier 2 agent, TL
