Executive-customer care voice-claims - fnolEXL Service

Job Category: Digital OperationsJob Description: We are seeking a Customer Service Representative to assist customers with their inquiries via calls, chat, and emails, encompassing generic queries, account/application status, and insurance-related concerns. The ideal candidate will demonstrate ownership, providing timely resolutions while ensuring consistent, courteous, and efficient service according to quality monitoring guidelines. Liaison with onshore departments may be necessary to relay messages to customers as requested.Responsibilities:
Assist customers with their queries via calls chat and emails pertaining to generic queries, account / application status and status on Insurance related queries.
Demonstrate ownership and provide timely resolutions to inquiries and requests
Liaise with onshore departments to pass on messages to the customers as requested
Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines
Attain team productivity goals without compromising accuracy, service, or the privacy of customers
Manage daily work activity and take action as appropriate to meet customer service metrics
Qualifications:
Basic knowledge of computers
Knowledge of key parts of the computer and rebooting the system
Preferably good typing speed and accurate system updating
Phone call/master handling skills
Keyboarding skills/typing speed (at least 30 wpm)
Strong verbal communication skills (Overall B1 - CEF)
Possesses good problem-solving skills (should pass critical thinking assessment)
Ability to work independently and in a team environment
Detail oriented with excellent follow-up skills
Maintains effectiveness despite changes to situations, tasks, responsibilities, and people
Sets own high standards of performance
High tolerance for stress
Proven record of dependability
Comfortable with navigating and communicating instructions to access multiple computer applications
Must be able to learn and retain a large amount of technical information in a relatively short period of time
Must be receptive to detailed and frequent performance feedback
Generally likeable demeanor and customer centric approach
Knowledge about US Life Insurance processes and other line of businesses is a plus
Knowledge about US culture
Knowledge on quality procedures
Completed at least 2 years in College
At least 1 year prior customer service experience
EXL Service

Alabang, Muntinlupa City
Permanent
Full-time