Deskripsi Pekerjaan
About the Role
EXL Services, a global leader in operations management and analytics, is seeking highly motivated and empathetic individuals to join our dynamic team as Customer Service Support Representatives for our prestigious US Life Insurance Account in Pasay City.
Are you passionate about helping others and delivering world-class customer experiences? As a key ambassador of EXL, you will be the first point of contact for our clients' policyholders, providing exceptional support, answering inquiries, and navigating them through their insurance needs. Your dedication will directly contribute to the positive experiences we promise our customers.
Why EXL?
- Competitive compensation package with performance-based incentives.
- Comprehensive HMO benefits starting day one.
- Paid training and continuous learning opportunities.
- Clear career progression paths within a global organization.
- Dynamic and inclusive work environment in a prime Pasay City location.
Your Impact
In this role, you will be crucial in maintaining a high level of customer satisfaction and ensuring the smooth operation of our client's services. You will handle inbound calls, respond to inquiries regarding life insurance policies, claims, and billing, and provide empathetic support during critical times. Your voice is the bridge between the company and its valued customers.
If you are driven to perform, eager to learn, and ready to take your customer service career to the next level with a Fortune 500 company's account, EXL Services is the right place for you!
Tanggung Jawab
- Respond promptly and professionally to inbound customer inquiries via phone, email, and chat regarding US Life Insurance policies.
- Provide accurate information on policy benefits, coverage details, claim status, and premium payments.
- Assist policyholders and beneficiaries through the claims process, ensuring a seamless and empathetic experience.
- Document all interactions comprehensively in the customer relationship management (CRM) system.
- Identify and escalate complex issues or grievances to the appropriate internal teams for resolution.
- Maintain a thorough understanding of client-specific products, services, and procedures to ensure compliance and high-quality service delivery.
- Achieve individual performance metrics, including quality, productivity, and customer satisfaction scores.
Kualifikasi
- At least a Senior High School Diploma or equivalent. College graduates and undergraduates are welcome to apply.
- Minimum of 6 months to 1 year of experience in a BPO or customer service setting is preferred, but fresh graduates with excellent communication skills are highly encouraged.
- Exceptional verbal and written English communication skills with a neutral accent.
- Strong active listening skills and the ability to empathize with customers in sensitive situations.
- Proficient in basic computer applications (MS Office, Google Suite) and the ability to learn new software quickly.
- Willingness to work onsite in Pasay City and amenable to shifting schedules, including night shifts, weekends, and holidays.
- Prior experience in the Life Insurance, Healthcare, or Financial Services industry is a definite advantage.