Aid in the implementation of standard customer service / support operating procedures for claims / non-claims questions and issues
Ensure that customer service metrics, provide reports/status updates on customer service initiatives are reached, and suggest concrete methods for improvement.
Handle customer requests, complaint investigations and resolutions
Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
Support quality assurance and user acceptance testing (UAT) efforts by working with relevant stakeholders to ensure alignment and desirable outcomes
Contributes in the design of new and existing processes. This includes mapping out features and requirements necessary for product development
Requirements
Diploma/Bachelor's Degree in any field.
At least [1] year of experience in customer service and complaint management experience. Experience in insurance or financial services is a plus
Customer-oriented with a strong focus on delivering excellent customer experience
Excellent communication (verbal and written) and interpersonal skills
Familiar with the workflow of contact center systems
Ability to multitask, prioritize and manage time effectively
