Responsible for providing customer support by responding to incoming calls and accommodating customer needs and concerns.
A. Customer Support
Receives inbound calls and routes it according to account / product specific information
Responds to incoming calls according to contract agreement
Identifies customers’ needs, clarifies information, researches every issue and provide solutions and / or alternatives
Coordinates information to onshore contacts for the resolution of call issues
Communicates with different departments regarding processes on reviews, cases, concerns, and statuses
Processes non-voices tasks related to the requests being received through calls or databases
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
Bachelor’s degree in any related course
No experience to one (1) year Customer Service Representative experience
Excellent verbal communication and customer orientation skills
Active listening and phone handling skills
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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