Responsible for providing end to end customer servicing to Customers using different communication channels either Voice, Email, Facebook or Live Chat.
Address queries on policy, billing and payment
Address queries on claims filing and status.
Resolve requests and complaints.
Facilitate endorsement request form customer or distributor.
Escalation of customer complaints to Tier 2 or Team Lead. c
Escalate real-time issues for top call drivers that are out of the ordinary.
Promote Company's Self Service options.
Address distributor inquiries on transaction status & aftersales process
Roles and Responsibilities :
Customer Handling
o Educate customers and answer queries on products, processes, and policy information, etc.
o Educate customers on the use of Company's Self service Options
o Educate customer on the requirements of claim documents and claims status.
o Provide extra mile actions to provide delightful customer experience whenever possible
Service Fulfillment
o Update customers on status of transactions & request.
o Creation of case requests for modification whether it’s new or follow-up.
o Advice on requirements, processes, and SLA.
Complaints Management
o Provide resolution to soft customer complaints.
o Endorse to Team Leader overseeing complaints lodged until resolved
At least 2 years experience in a Customer Service function
Exposure in the banking / insurance industry is a plus
Has experience using multiple / non-traditional channels in customer servicing (chat, new media)
Excellent communication skills (active listening, verbal, and written)
Proficient in English and Filipino language (grammar) and can express thoughts clearly
Dependable
Flexible and open to change
A good team player
Problem Solver, Dynamic and able to multi-task 
