Customer Service Representative in Manila (Philippines)

Where: Manila (Philippines)

Extent of Work: Full Time

Click here to apply in English

Job Description

Key Accountabilities:

  • Answer inbound calls from subscribers who have purchased Affinity Markets’ individual insurance products
  • Produce a positive customer experience by effective handling of problem solving scenarios
  • Provide timely and accurate resolution to a range of customer inquiries including website assistance
  • Accurate and concise documentation of calls handledMinimum Skills Required to Hire:

    Qualifications:

  • Graduate of any Bachelor’s degree
  • Preferably has background on customer service or relevant experience in a call centre industry
  • Strong customer service and relationship management skills with a rating of “Pass” in the phone simulation assessment
  • Display good judgment skills which is critical in resolving clients’ concerns
  • Appease clients whenever applicable
  • Ability to converse effectively using the English language. BUPLAS Verbal Assessment scores in the Pronunciation/ Language/ Discourse/ Interactive domains are 3.5/3.5/4.0/3.5, respectively
  • Ability to compose grammatically correct, clear and concise emails using the English Language.  BUPLAS Written Assessment scores in the Language/ Discourse/ Audience Awareness/ Task Fulfillment domains are 4.0/3.5/4.0/4.0, respectively
  • Minimum keyboarding skills of at least 30 words per minute. Ability to muti-task and navigate multiple applications at the same time.
  • Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service).Technical Skills:
  • Computer Literate
  • Product and Service Advice Support
  • Product Knowledge
  • Client Relationship Management
  • International Business and Multicultural SkillsMinimum Skills Required to Go-Live:

    Product Specific Knowledge:

  • Knowledge of the Affinity Markets Individual’s products and services
  • Successful completion of the five-week New Employee Training Program (NETP) for either Health and Dentalor Life Insurance policies.
  • Must score at least 80% rating on Skills Verification Assessment Test
  • Ability to answer basic questions pertaining but not limited to billing, claims, benefit eligibility, etc.Process Specific Knowledge:
  • Ability to follow the Escalation Matrix in place
  • Understand different protocols specific to each product (Life and EHC)
  • Follow the CSCALL Sharepoint process in sending different requests which requires further review bySpecialists and Supervisors
  • Effectively navigate and understand the use of web-based reference material such as SURFTools Specific Knowledge:
  • Demonstrated skill in utilizing business telephony and technology, which includes Avaya, AVAYA Thin Client, Verint, Totalview
  • Proficiency in relevant business tools:  AWD, CCIS, LH, Amiga, Lotus Notes, SURF, RightFax, Mainframe
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