Process Delivery Specialist – Contact Center (Manila)

Your Role and Responsibilities
Responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.
You should have a friendly and professional demeanor, good communication skills, and the ability to stay calm under pressure.
Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers
Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers
Provides resolutions to caller problems and issues including researching and exploring alternative solutions
Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope
Accepts payment and initiates disbursement requests over the phone
Navigates through a computerized data entry system or other relevant applications
Manages documentation of all call information according to standard operating procedures
Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received
Undertakes all compliance and regulatory training in line with company requirements
Accountable in keeping up with process related learnings/training and meet performance standards set by the business
Completes customer’s transactional requests as provided by caller.
Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation
Demonstrates accuracy in processing changes to customer policies based on the information provided
Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.
Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part.
Required Technical and Professional Expertise
If college graduate, more than 1yr of relevant work experience in a call center
If college undergraduate, 1-2yrs of relevant work experience in a call center
Excellent written and verbal communication and interpersonal skills.
Knowledge in MS Office applications
Strong customer focus and adaptability to different personality types
Able to work in multi-shift environment, including holidays
Able to multi-task, set priorities and manage time effectively
Role will also support an Insurance account
Location: Must be willing to report onsite – Quezon City (Eastwood City Libis/ UP Ayala Technohub)
Shift: Night Shift
PROFESSIONALISM
Demonstrate initiative and responsibility for actions
Work independently while maintaining an effective team member mentality
Maintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training – no exceptions
LANGUAGE/COMMUNICATION REQUIREMENTS
Ability to read and interpret work-related documents
Ability to respond to routine correspondence
Ability to listen, speak, and interact effectively with all customers and co-workers, adapting communication for optimal understanding
Excellent verbal communication skills required; ability to practice professional telephone etiquette and techniques on all calls
REASONING ABILITY
Ability to understand and follow instructions, both written and verbal.
WORK ENVIRONMENT AND CONDITIONS
Employee must be willing to work a flexible schedule to meet the needs of the account, including overtime, and emergency shifts.