Customer Service Professional
The Manufacturers Life Insurance Company
Quezon City, PH
5d ago

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.
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