The incumbent will be responsible for managing post-sales inbound and outbound calls to and from customers, listening to customers enquiries, concerns and complaints and providing effective and timely solutions. The role will work with different business functions to ensure the delivery of quality services provided to customers supporting the long-term achievement of objectives of the business.

Job Scope

• Handle post sales inbound and outbound calls and provide necessary assistance to customers on policy maintenance matters (e.g., endorsements, cancellations, payments, complaints, etc)
• Ability to understand customers' needs and provide appropriate solutions and attention.
• Manage all enquiries and requests according to our policies and procedures (strive for first call resolutions).
• Effectively handle customers' concerns and complaints and strive to resolve situations to customers' satisfaction.
• Consistently deliver excellent quality service to our customers to achieve total customer satisfaction.
• Encourage customers to provide feedback from their experiences.
• Ensure that feedback relating to products and services is escalated to relevant parties and documented within systems.
• Actively participate in process improvement sessions, providing constructive feedback and suggestions.
• Work towards the team's objectives and demonstrate commitment to achieve business targets and personal goals.
• Assist in any other assignments/duties as and when required.

Job Qualifications

• Diploma/Degree qualification with at least 2 years of customer service experience.
• Working experience in an insurance industry.
• Possesses Insurance Certificates (BCP & PGI).
• Able to listen and communicate effectively with different people and manage them in a professional way.
• Understanding of the customers' predicament and try to understand the customers' specific needs.
• Consistently maintain a friendly, considerate, self-motivated, professional, helpful, confident, and pleasant attitude, regardless of the customer's attitude or behaviour.
• Proactive, quick thinkers, solve problems quickly and be able to work independently and in a team.
• Demonstrated ability to manage own workload and effectively prioritize activities.
• Excellent phone and communication skills.
• Good listening and analytical skills. Sharp eye towards details on various letters/documents, etc.

Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160

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