Customer Care Consultant {Healthcare} | Day shift - 23K all in payAcquire Asia Pacific Inc

Customer Care Consultant {Healthcare} | Day shift - 23K all in pay » Full-time
» Manila
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» Posted on August 24, 2020
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Description:
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We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As Customer Care Consultant, your function is vital in keeping our customers happy and contributing to our organization's growth and success.
As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.
A SNAPSHOT OF YOUR function
The Customer Care Consultant ?s primary objective is to maximize sales and retention opportunities via voice and digital channels while providing excellence in customer service. The position exists to provide accurate and comprehensive information and advice about the campaign's products and services, ensure that products meet the needs of customers and efficiently deal with customer/policy holder enquiries and complaints.
Requirements:
Your day could see you:
· Sales
o Promote and sell the campaign's private health insurance products and services using the LEAP methodologies.
o Identify cross-sell opportunities for the campaign's other products and services. E.g.the campaign's life, travel insurance.
o Ensure customers are fully informed about their product(s) and, in particular, inclusions, exclusions, and waiting periods.
o Follow up sales leads to current or prospective customers.
o Arrange the dispatch of product information to existing and prospective customers.
· Service
o Provide complete and accurate advice to customers about their entitlements.
o Undertake needs analysis and recommend migration to most appropriate product.
o Act as the first point of resolution for customer complaints and disputes. Escalate complaints in line with the campaign's complaints handling process.
o Refer enquiries to the appropriate area or person.
o Proactively identify triggers for potential lapse.
o Engage in activities to retain customers.
o Arrange the dispatch of product information and documentation.
o Promote alternate, cost effective channels (e.g. HICAPS, PMOC, Online Services).
o Use self-help tools such as Central View, InSite, My sites, Product Catalogue, expertise Hub etc.
o Ensure customers are satisfied with their current level of cover by checking their claims history, policy notes and NPS feedback scores.
· Quality
o Represent the campaign's brand by providing excellence in customer service in a professional manner, including the correct use of tone, professional language and communication techniques.
o Accurately maintain and update customer records.
o Maintain current expertise of products and services.
o Apply the quality standards for email and voice as set out in the LEAP methodology and compliance checking standards.
o Strive to efficiently achieve first call resolution.
· Work Effectively
o Adhere to roster schedule using appropriate phone modes
o Undertake project work as required and directed.
o Recognize opportunities for continuous improvement within the business
o Know Key Performance Indicators and continually strive to achieve them.
o Actively participate in focus sessions, 1x1, coaching sessions and team meetings
· WHS responsibility
o Meet personal safety obligations identified for each of the campaign's employee
A BIT ABOUT YOU
o Demonstrated practice in a customer service environment.
o Motivated to deliver sales results and achieve Key Performance Indicator's (KPI's).
o Dedication to excellence in customer service in a high-pressure environment.
o availability to lgain and maintain new expertise.
o Commitment to work on a rotating roster from 8.00am to 8.30pm Monday to Saturday and out of normal business hours when required.
o Flexible and positive work approach and attitude.
income: ?10000 - ?20000
Address: Manila
Application Process: Apply at Bossjob!
Apply at Bossjob.ph today!
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Acquire Asia Pacific Inc Acquire BPO is an award-winning, global business outsourcer that offers contact center, BPO, marketing, animation, Information technology and professional services. Acquire was founded in 2005 by two entrepreneurs responding to the lack of offshoring providers that could provide solutions that met their rigorous standards. As such, the entire organization's infrastructure and processes have been purpose-built to deliver superior results for the unique demands and complexities of our clients.
Acquire prides itself in managing client needs through our unique approach of People, Process and Performance. We offer a diverse range of services including back office support, customer acquisition, customer service, technical support, lead generation and software development. Our global leadership abilities team, local client services teams, strict compliance to regulatory processes & standards, best-in-class Information technology practices and advanced network infrastructure enable us to provide organizations across the globe with solutions that give them a competitive advantage.
With a workforce of 7,000 worldwide, Acquire services private and publicly listed clients in Australia, the UK, the US and Asia Pacific from 12 facilities in Manila, Philippines; Melbourne, Australia; Dallas, Texas and the Dominican Republic, across a wide variety of industries including telecommunications, banking and financial services, insurance, media, education and retail.
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