Job Description :
Job description (heading) / Description du poste (titre)
This position is responsible for answering all types of shared services telephone inquiries accurately and courteously using the various Client Care systems.
Qualifications (heading) / Compétences (titre)
Graduate of any four year course
With at least 1 year experience in client care work with Insurance background.
Responsibilities (heading) / Responsabilités (titre)
Answers all types of inquiries of clients’ shared services telephone inquiries in a timely, accurate and courteous mannerResponds to clients’ requests and facilitates resolution of their complaintsProvides excellent front-
line service over the telephone
Logs all calls in the SalesForce system accurately, completely, concisely within 24 hours and immediately refers cases or requests beyond scope to the appropriate section / staff
Monitors unresolved / not updated referred SalesForce cases / requests; coordinates with back-end support unit all requests and adjustments of clients records and updates SalesForce Service Requests (SR) until resolved based on agreed turnaround time
Prepares and issues various written correspondence and facilitates clients’ requests for computation
Prepares daily and weekly fulfillment reports accurately based on agreed turnaround time
Will also handle welcome call as needed