Snapshot of the role:
The customer service representative is responsible to answer a high volume of inbound customer service calls related to many different request/needs, including work order creation, contract/coverage questions, billing inquiries, OSA, and status updated on service requests,
Core Responsibilities:
- Show up for assigned shifts and follow scheduled lunches and breaks
- Care for customers in accordance with ClearSource standards of quality:
- Accuracy always give only correct information and follow established processes
- Connection emotionally connect the customer with our client’s brand (this includes empathizing, listening attentively, and providing necessary assurance or resolution to appease the member or provider
- Ease focus on one-contact resolution while minimizing the customer’s time and effort to resolve the issue
- Handling inbound and outbound calls to respond and resolve customer service issues.
- Acting as the customer advocate for all customer service issues.
- Using the computerized system for tracking information gathering, or troubleshooting.
- Ensuring that customers receive the best service possible, by processing service calls, preparing general correspondence, and coordinating with other functions as required.
- Utilize problem-solving skills to respond to and resolve routine customer service issues via inbound and outbound telephone calls, written correspondence and/ or electronic communication according to all company policies, standard operating procedures, and contract coverage.
- Provide coverage policies of the homeowners
- Identifying and executing the correct method as to how claims being processed based on the standard operating procedures whether if it’s a ticket or a referral.
- Provide excellent customer service and change the customers perception of Landmark /Oneguard.
- Achieve the target goal of 95% when it comes to Quality score.
- Provide exceptional customer service and achieve the target goal for CSAT and Clarity which is 4.8%.
- Attendance goal per month is 3% below.
Requirements
- At least SHS Graduate is encouraged to apply
- 1 year customer experience in BPO Voice - Customer Service experience required
- Above average when it comes to English communication skills
- Must be good when communicating through email.
- Expert in multitasking amp; must be good in handling escalation calls
- Must be willing to work onsite at Robinsons Cyberscape Gamma Ruby/Topaz Rd. Ortigas
Benefits
- Competitive salary
- Medical and Dental Insurance (With free dependents)
- Group life insurance
- Paid time off (PTO) such as sick days and vacation days
- 13th Month Pay
- Outstanding career growth
- Leadership opportunities
- Passionate, energetic amp; innovative work culture
- Friendly team driven environment
- Skills and experience developmen