Please note that this role is an office-based and located in Iloilo City.
Job Summary
The
Customer Service Representative should be resilient, empathetic and team-oriented. In this role, you will be an invaluable part of the customer journey, from providing information to prospective clients to assisting existing customers with policy changes and claim inquiries. Being part of our Contact Center means you'll be responding to a high volume of phone calls, emails, and providing support to other departments as needed.
Being a member of the Contact Center means responding to 70-90 phones calls per day, answering Pet Parent emails, assisting other departments with policy procedures and adjustments, helping Pet Parents understand coverage and options, reviewing claims, maintaining, and adjusting new and existing policies while providing a memorable customer experience.
The Contact Center position is a demanding and important role, and, as with any job, there are tough calls and days. Our ideal candidate will be able to handle themselves with grace and the understanding that customer service is an extremely rewarding position. As cast members at Disney are taught, you must keep personal feelings backstage and bring your best forward.
Responsibilities
- Respond to 70-90 phone calls per day, providing exceptional customer service in every interaction
- Answer customer emails promptly, addressing their inquiries and concerns professionally
- Assist other departments with policy procedures and adjustments
- Help Pet Parents understand coverage and options, review claims, and maintain and adjust new and existing policies
- Collaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resources
- Handle emotionally challenging, intense, and stressful situations with grace and resilience
Preferred Qualifications
- Experience working in the pet insurance, healthcare, or other insurance industries
- Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalism
- Excellent interpersonal and communication skills, including empathy and the ability to build rapport with customers
- Adaptability and the ability to multitask in a fast-paced and demanding environment
- Experience in a customer service role, preferably in a call center setting
- A genuine desire to make a positive impact on customers experiences and help them find solutions to their concern.
