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Job Summary Affinity Markets Travel Insurance offers a complete line of travel and medical insurance packages to consumers.
The call center deals directly with the end customer and is a key service element in the Affinity service delivery. Reporting to the Team Leader, the incumbent is responsible for providing "one stop contact" on product inquiries.
CSR's provide excellent customer service on specific product lines and / or a specialized function and all related investigation to resolve inquiries. Key Accountabilities
Respond to all incoming service inquiries, answering a standard number of calls and related investigation work by following set procedures and utilizing administrative expertise.
Act as primary contact for customers' requests by researching the issue through interaction with multiple internal customers in order to find the appropriate information and solution.
Ensure positive and effective relationships are maintained with customers and sponsor partners.
Proactively works to identify and correct customer issues, and resolve customer complaints. Co-coordinating with other departments as required.
Maintains a sound level of product, procedures, systems and industry knowledge, across specific product lines.
Work with other team members to ensure a cohesive unit and consistent high level of service.
Maintain a high level of phone confidence and professionalism.
Minimum Skills Requirement to Hire
College / University graduate preferably with previous related work experience in the travel or call center industry and demonstrated service aptitude.
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. Ability to muti-task and navigate multiple applications at the same time.
Client Relationship Management
International Business and Multicultural Skills
Product and Service Advice and Support
Minimum Skills Requirements to Go-live
Tools Specific Knowledge :
Demonstrated skill in utilizing business telephony and technology which includes Avaya Hard phone, Avaya Thin Client and Total View.
Proficient in using the business tools and web-based applications : ISIS, IGOinsured, TISO and Verint.
Product Specific Knowledge
Successful completion of the six-week New Hire Travel Training.
Knowledge of the Sponsor products and services.
Process Specific Knowledge :
Ability to follow procedures documented on the knowledge-based application.
Ability to follow the escalation procedures which includes utilizing CS Travel Sharepoint site.
Ability to leverage available tools and resources in researching required insured information.
Ability to understand and explain policy information to callers.
Ability to process changes on issued policies using IGOInsured.
About Manulife Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions.
We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers.
At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers.
Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years.
With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.
Manulife is committed to supporting a culture of diversity and accessibility across the organization. It is our priority to remove barriers to provide equal access to employment.
A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation.
Information received regarding the accommodation needs of applicants will be addressed confidentially.