5,684 Insurance Customer Service jobs in the Philippines

SPECIFIC DUTIES AND RESPONSIBILITIES

The following are the specific duties and responsibilities of the Customer Service Representative.

• Inbound and outbound customer engagement during peak volume period of 6-month policy renewal season approaching.
• Non-licensed service requests handled with Customer Experience Coordinators; requests requiring licensed representatives to be transferred or given a call-back option.
• Facilitate resolution of highest level of escalated or sensitive customer complaints through verbal or written contact with internal team
• Adhere to provided scripts and FAQ responses.
• Learning and understanding company insurance products.
• Answering calls and responding to customer complaints.
• Accessing customer accounts and policy schedules.
• Providing customers with detailed information about policies and products.
• Recommending available products.
• Forwarding customers to sales agents when a policy needs to be initiated or upgraded.
• Typing up complaint reports.
• Managing the customer complaint database.

REQUIREMENTS

• Proven people management and leadership skills
• Excellent communicator, both oral and written
• Strong problem solving and communication skills
• Strong analytical skills to investigate and resolve customer issues
• Able to multi-task efficiently under time pressure
• Previous experience in managing customer focused teams
• Proven experience in managing a service and support focused team culture

JOB PURPOSE

Customer Service Representatives are responsible for managing various customer issues depending on account assignment; transactions can be related to billing and collections support, client inquiries, product support or inbound interactions. Customer support representatives (CSRs), customer service advisors, or customer service associates (CSAs) interact with customers to handle complaints, process orders, and provide information about an organization's products and services. Representative will be responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. You may also be required to review a customer's policy and direct calls to sales agents when a policy needs to be initiated or upgraded.

SPECIFIC DUTIES AND RESPONSIBILITIES

The following are the specific duties and responsibilities of the Customer Service Representative.

• Inbound and outbound customer engagement during peak volume period of 6-month policy renewal season approaching.
• Non-licensed service requests handled with Customer Experience Coordinators; requests requiring licensed representatives to be transferred or given a call-back option.
• Facilitate resolution of highest level of escalated or sensitive customer complaints through verbal or written contact with internal team
• Adhere to provided scripts and FAQ responses.
• Learning and understanding company insurance products.
• Answering calls and responding to customer complaints.
• Accessing customer accounts and policy schedules.
• Providing customers with detailed information about policies and products.
• Recommending available products.
• Forwarding customers to sales agents when a policy needs to be initiated or upgraded.
• Typing up complaint reports.
• Managing the customer complaint database.

REQUIREMENTS

• Proven people management and leadership skills
• Excellent communicator, both oral and written
• Strong problem solving and communication skills
• Strong analytical skills to investigate and resolve customer issues
• Able to multi-task efficiently under time pressure
• Previous experience in managing customer focused teams
• Proven experience in managing a service and support focused team culture

We are seeking a dedicated and personable Customer Service Representative to join our team. In this role, you will be the primary point of contact for our customers, providing exceptional support, resolving inquiries, and ensuring customer satisfaction. You will handle inbound calls, emails, and chat messages, assist with product or service questions, and process orders or returns. The ideal candidate is a problem-solver with excellent communication skills and a passion for helping others.

Key Responsibilities:

• Respond to customer inquiries via phone, email, or chat
• Resolve product/service issues and troubleshoot complaints
• Provide accurate information and support to customers
• Process orders, returns, and account updates
• Maintain a positive, empathetic, and professional attitude toward customers

Qualifications:

• College level - minimum of 2 years completed without back subjects + 1 yr experience in BPO
• Open for fresh graduates
• Strong communication and problem-solving skills
• Previous customer service experience is a plus
• Ability to work in a fast-paced environment
• Proficiency in basic computer skills and systems

Job Types: Full-time, Permanent

Pay: Php20, Php32,000.00 per month

Benefits:

• Paid training

Language:

• English (Preferred)

Work Location: In person

Work Management

•Assist with client inquiries and requests across multiple communication channels

•Review and process various client requests

•Validate submitted documents (such as identification and proof of account details)

•Coordinate with support teams, such as workforce managers, to ensure efficient service delivery

•Endorse requests for further action or approval

Teamwork, Collaboration, and Engagement

•Commit to work efficiently, cooperatively, and consistently with other team members, colleagues and/or superiors through various projects, learning and development, skills assessment, and/or process improvement

•Ensure to comply with the company's internal and operations policies and guidelines

Minimum Qualification:

•Must be a College Graduate (4-year or 5-year course only)

•At least 1 year solid client service experience in the BPO industry with a strong background in handling insurance accounts

•Applicants must be willing to work in different shifts (mainly morning shift)