Customer support officerQBE Insurance

Primary Details Time Type: Full time
Worker Type: Employee
Provide customer service via email or phone calls & answer customer/agency's question regarding product, process, policy
N/A
Key Result Areas & Key Performance Indicators
Essential job functions include those responsibilities described in the Key Result Areas sections. To successfully perform this job, the individual must be able to perform each essential job function satisfactorily.
Key Result Areas
Key Performance Indicators
Strategy and Planning
Nil
Policy, Process and Procedures
Ensure that all processes conducted are documented in a standard format and that this is maintained in an accessible fashion
Ensure training and knowledge is up to date. This includes but is not limited to mainframe applications and call routing documentation
All documentation up to date
Compliance requirements and individual accreditation levels are maintained
Environmental Awareness/Customer Focus
Establish and maintain an efficient, effective relationship with all supported business areas
Consistently open minded, pleasant and patient
Cordial and productive business relationship with peer group (Positive customer feedback)
Professional, polished, posed and positive demeanor
Technical Performance
Provide personalized and quality service to meet the expectations of internal and external customers
Understand customer needs and goals and actively look for ways to meet them
Follow agreed upon scripting to ensure customer intention is understood
Ability to answer multiple lines, and accurately direct callers to minimize wait time.
Route calls to appropriate end location as per procedures in a timely fashion.
Answer basic questions about the company for callers who don't need to be transferred to another extension.
Communicate information in a clear, well-organized, and professional manner.
Answer calls in relation to billing queries and resolve issues with regard to billing questions
Escalate issues when necessary.
100% voice and utilize effective research and investigative technique
Positive Customer Feedback / CSAT
At or above approved agreed score by business for Interaction QA
Adherence to agreed upon AHT
People Management
Nil
Knowledge, Skills & Experience
Minimum knowledge & skills required to competently undertake the role (e.g. specific technical, professional and/or market knowledge, internal QBE knowledge, learned or acquired skills).
Relevant qualifications and/or years of experience in relevant industry/role/function.
Knowledge
Skills
Experience
Proficiency in MS tools
Fundamental Knowledge on Customer Service
Problem Solving skills
Excellent customer service focus
Strong spoken and written English
Keen to details
Adaptable to change in a high changing environment
At least 6-12 months of call center experience within the insurance and/or banking industry; billing experience and increasing level of responsibility
Preferably with BPO experience and shifting schedules
Application Close Date: 30/07/2022 11:59 PM
How to Apply:
To submit your application, click "Apply" and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
QBE Insurance

Cebu
Permanent
Full-time