Responsible for providing end-to-end customer servicing to Customers using different communication channels either Voice, Email or Chat.- Address queries on policy, billing, payment
- Resolve and/or de-escalation of complaints
- Process account modification and requests
- Gather the voice of customers via surveys or during the call
- Educate customers on the different self-service tools of the company.
- Escalate real-time issues for top call drivers that are out of the ordinary
- Educate customers and answer queries on products, processes, policy information, etc.- Promote Self-Service channels (whenever applicable) - Provide extra mile actions to provide a delightful customer experience whenever possible- Ensure that contact information is updated.
- Service Fulfillment- Update customers on the status of transactions & request- Creation of case requests for modification whether it's new or follow-up- Advice on requirements, processes, and SLA.
Complaints ManagementProvide resolution to customer complaints (LOA/Empowerment dependent) by:- Determine the root cause/nature of the complaint through probing and active listening- Coordinating with stakeholders to determine the resolution- Keep the customer informed on the status of the issue, next steps (with SLA), and solution- Escalate cases to proper channels if necessary- Oversee complaints lodged until resolved
Possesses a college degree and completion of a four-year program, with preference given to candidates holding a Business Degree.
(Non-negotiable)- Demonstrates a minimum of 2 to 3 years up of experience in a Customer Service capacity. (Non-negotiable)
Exposure to the Banking/Insurance Industry is advantageous.- Proficient in utilizing various customer service channels, including non-traditional mediums such as chat and new media.
(Non-negotiable)
Exhibits outstanding communication abilities encompassing Active Listening, Verbal, and Written skills.
(Non-negotiable)- Displays proficiency/excellence in both English and Filipino languages, including grammatical competency and clear expression of thoughts. (Non-negotiable)
Reliable and consistent in performance- Adaptable and receptive to organizational changes
Demonstrates strong teamwork skills
- Exhibits problem-solving capabilities, dynamism, and adeptness in managing multiple tasks simultaneously
OKAY WITH 4 MONTH CONTRACT and Preferably can start ASAP(Non-negotiable)
Job Type: Full-time
Pay: Up to Php30,- 00 per month
Schedule: - Day shift
Application Question(s): Are you okay doing a 4-month contract (for renewal based on performance)
Education:
Experience:
- Banking/Insurance: 1 year (Preferred)
* Customer Service: 2 years (Required)
