Job Description :
Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Key Accountabilities :
Process inbound calls to effectively meet customer needs within established turnaround times
Guarantee departmental metrics are met by adhering to key standards and handling procedures
Provide quality service to plan member inquiries, telephone and email inquiries.
Document all calls handled accurately
Handle sensitive issues to ensure customer satisfaction
Process sensitive financial transactions for members
Contribute to work systems improvement of the department by identifying barriers and providing input to solutions
Escalate issues to Management to ensure customer expectations are met within the GRS standards
Procedures are inadequate in meeting specific needs
Network throughout the organization to engage supporting units in delivering solutions
Carry out other duties and functions assigned by the immediate head
Adhere to prescribed shift and schedule to meet Service level targets
Redirect / Transfer calls to the correct department for better transition and service
Minimum Skills Requirement to Hire :
Technical Skills :
Computer literate - ability to use the desktop computer system
Booting and shutting down computer, using mouse and keyboard (keyboarding)
Knowledge of browsers and relevant computer applications
Ability to toggle between multiple applications
Ability to use the phone system
follows simple instructions on how to log in to the phone system
basic telephony skills
Soft Skills :
Excellent written and verbal communication skills. Ability to converse effectively using the English language.
Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service).
Ability to clearly understand and act on presented problem statement; to comprehend, capture as well as interpret basic customer information.
Ability to compose a grammatically correct, clear and concise paragraph / essay.
Minimum keyboarding skills of at least 30 words per minute. Exhibits good navigation skills.
Minimum Skills Requirements to Go-live :
Successful completion of the six weeks New Employee Training Program (NETP).
Knowledge of the GRS’ products and services.
Knowledge of the GRS’ Customer Service principles and practices.
Knowledge of GRS call center telephony and technology.
Proficiency in relevant system (computer, phone) applications and tools.
Ability to work independently with minimal supervision. Leverages available tools and resources in researching required participant information.