DE033045-Customer Service Associate

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Associate WORK SETUP: Return to Office RESPONSIBILITIES: • Handles customer service inquiries via telephone and or email and performs a variety of complex clerical or administrative support functions which require knowledge and understanding of Group Insurance policies for Voluntary Benefits. • Will support the resolution of customer problems, incidents, issues, requests, and queries • Liaise with other support teams, or product teams as required to resolve requests issues in a timely manner • Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents • Manages incoming telephone calls, emails, and or faxes for Voluntary Benefits • Utilizes resources and tools to accurately respond to customer inquiries and follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort operating efficiency • Able to learn and be proficient with client s incident management and knowledge management tools, client information systems, and service desk procedures • Demonstrates understanding of the customer s business needs as trained and maintains high customer satisfaction ratings • May perform follow up on incidents with customers to ensure customer satisfaction • May support reporting functions providing end-of-day status, data for weekly status reports, etc. OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Quezon Gateway Tower 2

SKILL AND QUALIFICATIONS: • At least 1 yr of BPO experience, 6 months of it must be Contact Center experience • No domain skills required/Open resources from any account (Insurance/Claims experience is a plus) • Voice Proficiency - B2

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