Job Description

Locations

• QUEZON CITY, PH, India (Remote)

Salary

Skills Required

• Friendly and professional demeanorintermediate
• Good communication skillsintermediate
• Ability to stay calm under pressureintermediate
• MS Office applicationsintermediate
• Ability to work in a multi-shift environmentintermediate
• Ability to multi-task, set priorities and manage time effectivelyintermediate
• Initiative and responsibility for actionsintermediate
• Ability to work independently while maintaining an effective team member mentalityintermediate
• Strong record for attendance and punctualityintermediate
• Ability to read and interpret work-related documentsintermediate
• Ability to respond to routine correspondenceintermediate
• Ability to listen, speak, and interact effectively with all customers and co-workersintermediate
• Excellent verbal communication skillsintermediate
• Professional telephone etiquette and techniquesintermediate
• Ability to understand and follow instructions, both written and verbalintermediate
• Flexibility to work a flexible schedule including overtime and emergency shiftsintermediate

Required Qualifications

• Fresh graduates or experienced professionals (experience)
• If college undergraduate, 1-2 years of relevant work experience in a call center (experience)
• Excellent written and verbal communication and interpersonal skills (experience)
• Knowledge in MS Office applications (experience)
• Strong customer focus and adaptability to different personality types (experience)
• Able to work in multi-shift environment, including holidays (experience)
• Able to multi-task, set priorities and manage time effectively (experience)
• Must be willing to report onsite at UP Ayala Technohub, Diliman, Quezon City (experience)
• Night Shift (experience)
• Demonstrate initiative and responsibility for actions (experience)
• Work independently while maintaining an effective team member mentality (experience)
• Maintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training - no exceptions (experience)
• Ability to read and interpret work-related documents (experience)
• Ability to respond to routine correspondence (experience)
• Ability to listen, speak, and interact effectively with all customers and co-workers, adapting communication for optimal understanding (experience)
• Excellent verbal communication skills required; ability to practice professional telephone etiquette and techniques on all calls (experience)
• Ability to understand and follow instructions, both written and verbal (experience)
• Employee must be willing to work a flexible schedule to meet the needs of the account, including overtime, and emergency shifts (experience)

Responsibilities

• Answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products
• Interacting with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims
• Receiving inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers
• Conducting research through maximizing all available resources and providing the necessary information in response to queries from callers
• Providing resolutions to caller problems and issues including researching and exploring alternative solutions
• Creating promised solutions or after call work and escalating unresolved issues outside of his/her scope
• Accepting payment and initiating disbursement requests over the phone
• Navigating through a computerized data entry system or other relevant applications
• Managing documentation of all call information according to standard operating procedures
• Processing callbacks for minor requests like faxing/emailing policy information, sending letters to another address or confirmation of payments received
• Undertaking all compliance and regulatory training in line with company requirements
• Keeping up with process related learnings/training and meeting performance standards set by the business
• Completing customer’s transactional requests as provided by caller
• Employing probing questions and actively listening to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation
• Demonstrating accuracy in processing changes to customer policies based on the information provided
• Ensuring facilitation of first call resolution and customer satisfaction on all transactions handled
• Handling any requests regarding customer documentation (to include all documents sent out by our company) and being able to clearly explain them including any follow-ups required on our customer’s part

Benefits

• general: Long-term career growth and development opportunities
• general: Environment that embraces unique skills and experience
• general: Encouragement to challenge the norm and investigate ideas outside of your role
• general: Culture of evolution and empathy
• general: Opportunity to learn and develop yourself and your career
• general: Encouragement to be courageous and experiment every day
• general: Continuous trust and support in an environment where everyone can thrive
• general: Growth-minded culture, always staying curious, open to feedback and learning new information and skills
• general: Trusted to provide on-going feedback to help other IBMers grow
• general: Collaborative environment with colleagues keeping in mind a team focused approach
• general: Courage to make critical decisions every day
• general: Embracing challenges with resources at hand, a can-do attitude and always striving for an outcome focused approach

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