Customer Care Executive
PHILIPPINES, Philippines
5d ago

Job Purpose :

Responsible for providing end to end customer servicing to AXA Customers using different communication channels either Voice or Email

  • Address queries on policy, billing and payment
  • Address queries on claims filing and status
  • Facilitate endorsement request from customer or dealer
  • Escalation of customer complaints to Team Lead
  • Escalate real-time issues for top call drivers that are out of the ordinary
  • Address distributor queries on transaction status and aftersales processCritical Accountabilities :

  • Customer Care Handling
  • Educate customers and handle queries on products, processes, and policy information, etc.
  • Educate customers on the requirements of claim documents and claim status
  • Provide extra mile actions to provide delightful customer experience whenever possible
  • Ensure complete processing on issuance of insurance contract
  • Service Fulfillment
  • Provide complete processing of issuance of insurance contract
  • Update customers on status of transactions and request
  • Creation of case requests for modification whether it's new or follow-up
  • Advice on requirements, processes, and SLA
  • Complaints Management
  • Provide resolution to soft customer complaints
  • Endorse to Team Leader overseeing complaints lodged until resolved
  • Qualifications :

  • Bachelor's degree holder
  • Experience in a Customer Service function - preferably in a contact center setting
  • Exposure in Banking / Insurance industry is a plus
  • Has experience using multiple / non-traditional channels in customer servicing (chat, new media)
  • Efficient 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
  • Good team player
  • Problem solver, Dynamic, and able to multi-task
  • Amenable to fixed-term employment until August 31, 2019 (with possibility of being absorbed to Full Time Employment)
  • A global leader in insurance and investments, AXA takes care of 103 million lives in 64 countries worldwide. We actively invest in pioneering and personalized solutions to meet your ever-

    changing needs and exceed your expectations. In the Philippines, we are in partnership with Metrobank, one of the country's strongest banks.


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