Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves customer inquiries and complaints fairly and effectively. Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships. Recommends and implements programs to support customer needs. Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of disciplines. Able to follow set instructions and processes to complete work. Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decisions. Has prior relevant training or related work experience. Has working knowledge and skills.
Key Responsibilities
- Validate data through phone, spreadsheets, and web-based research.
- Document data and processes accurately; communicate findings clearly.
- Ensure quality and compliance in all services provided.
- Research, resolve, and respond to inquiries via email and inbound/outbound calls within service level agreements, delivering excellent customer experience.
- Adhere to corporate policies on authentication, data security, and record retention.
- Navigate multiple systems and internal tools for research and documentation.
- Investigate client issues and escalate to Supervisor when necessary.
- Build customer confidence through effective problem-solving and service delivery.
- Maintain detailed records of customer interactions, inquiries, complaints, and resolutions for reporting purposes.
Qualifications
- Bachelor's degree or has completed 2 years level in College without back subjects or incomplete units
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
- Minimum 1 year experience in BPO/Shared Services; healthcare background preferred.
- 10-key proficiency; Siebel experience preferred.
- Strong computer skills: ability to multitask and research effectively.
- Proficiency in Microsoft Office Suite and Adobe Acrobat.
- Excellent English communication skills (written and verbal).
- High attention to detail; ability to perform repetitive tasks accurately.
- Ability to make judgment calls based on pre-set criteria and experience.
- Adaptable to fluctuating deadlines, intense workloads, and changing priorities.
- Flexible to transition between mid-shift and night-shift schedules based on business needs.
- Must meet performance and attendance requirements as outlined.
- Willingness to attend onsite training as required.
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