GBSC-Customer Service Representative II
Crawford & Company
Iloilo City, PH
2d ago

A. Customer Support

  • Receives and processes incoming calls according to client arrangements
  • Identifies and assesses customer’s need / s to achieve satisfaction
  • Provides product / service information and resolves any emerging problem that the customer accounts face leveraging the use of right method / tools
  • Handles customer complaints, provide appropriate solution and alternatives in an efficient manner
  • Conducts follow up to ensure resolution
  • Keeps records of customer interaction
  • Conducts emergency call outs to field adjusters with client
  • Logs First Notice of Loss claims and assignments
  • B. Business Process Support

  • Adheres to Crawford’s standard operating procedures (SOP) and turnaround time
  • Refers matters beyond limits of authority and expertise to immediate superior for direction
  • Upholds the Crawford Code of Conduct by protecting the confidentiality of information
  • Performs other related tasks as required or needed
  • Functional Knowledge

  • Bachelor’s degree in any related course
  • At least two (2) years customer service or admin work experience in an insurance-related job
  • Excellent verbal communication and customer orientation skills
  • Active listening and call handling skills
  • Proficient in Microsoft Office word processing and spreadsheet
  • Knowledgeable of business etiquette across various correspondence
  • Ability to control and respond quickly to a stressful / difficult situation
  • Maintains high degree of professionalism and confidentiality
  • Ability to multi-task, prioritize and manage time effectively
  • Interpersonal skills - Able to work independently and as a team member
  • Keen attention to details
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