Customer Service Associate

Position Description and Key Responsibilities:

Customers are the centre of everything we do, and your role is to handle inbound (and sometimes outbound) customer enquiries via phone, live chat or email ensuring that active listening skills are displayed throughout the entire conversation with the customer.
You should be passionate about doing the right thing for customers, and want to work for an exciting and dynamic organization that can offer ongoing growth and development opportunities that enable your continual growth.

• Handling inbound / outbound calls, live chats and emails ensuring adherence to performance measures set within your respective team.
• Being able to multitask and handle concurrent enquiries is a key requirement for this role.
• Listening and understanding clearly what the customer needs during their enquiry / interaction and handling in an efficient and emphatic way ensuring that enquiries are closed first time demonstrating both EQ & common sense.
• Ability to communicate in a simple language that the customer understands without missing key technical details.
• While calls, emails & chats have scripts and templates to help manage the response to customers we need to ensure that common sense and personal judgement are made on the answers provided to customers.
• Participate in service improvement initiatives where applicable and drawing upon service experience to identify points of pain or opportunity to be able to improve our service.

Qualifications:

• Passionate about customer service (& customers)
• Insurance experience is preferred but not essential as full training will be provided.
• Experience working within a contact centre / call centre is preferred (voice, email or live chat).
• Ability to clearly communicate in both spoken and written English.
• Demonstrates experience of being able to multitask.
• Demonstrates experience maintaining patience and empathy when dealing with challenging customers.
• Demonstrates experience listening clearly and being able to solve problems for customers.
• Ability to remain calm in stressful situations.
• Amenable to work in Mandaluyong City