Deskripsi Pekerjaan
We are seeking a dedicated and enthusiastic Customer Service Representative to join the EXL Services team supporting our US Life Insurance Account. In this pivotal role, you will serve as the face of our company, delivering exceptional service to US policyholders and ensuring their needs are met with precision and care. If you thrive in a fast-paced environment and are passionate about making a difference in people's lives, we want to hear from you.
As a Customer Service Representative, you will manage inbound and outbound communications, guiding clients through their insurance policies, coverage options, and claim processes. You will utilize advanced CRM tools to document interactions and maintain accurate records. We are committed to fostering a culture of excellence, and we are seeking individuals who possess strong problem-solving skills and a customer-first mindset. Join us in Pasay City and become part of a global leader in business process management, where your career can truly flourish. This position offers the chance to work with a Fortune 500 company, gaining valuable experience in the insurance sector while enjoying a supportive and collaborative work environment.
Tanggung Jawab
- Provide exceptional customer support for US Life Insurance clients via phone, email, and chat.
- Assist customers with policy inquiries, premium payments, coverage details, and endorsements.
- Process policy renewals, endorsements, and service requests accurately within the CRM system.
- Handle and resolve customer complaints and escalations with a focus on customer satisfaction.
- Explain complex insurance products and policies in simple, understandable terms.
- Collaborate with team leads and other departments to ensure seamless service delivery.
- Meet daily and monthly performance metrics related to call handling and customer satisfaction.
Kualifikasi
- Bachelor's degree in any field (Mass Communication, Business Administration, or related courses are preferred).
- Proven experience in Customer Service, preferably in the Life Insurance or BPO sector.
- Strong English communication skills (written and verbal) with a neutral accent.
- Ability to build rapport and establish trust with clients from the US.
- Proficient in computer applications, specifically MS Office and CRM software.
- High level of emotional intelligence and ability to handle stress in a fast-paced setting.
- Willingness to work in shifts, including night shifts if required.