Process Delivery Specialist - Contact Center (Manila)

Job description

Introduction
Process Delivery Specialist has process knowledge and experience across the business processes supported for their clients; understands a client's strategy, priorities, and operations in the context of daily operational activities. This role is required to conduct daily process transactions, develop and implement process and operational improvements to meet client and IBM requirements. These professionals require skills in business operations, process management and compliance and an understanding of the process best practices and tools to execute their client's core business processes. Uses judgment in choosing task-routine.

Your Role and Responsibilities

Responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.

You should have a friendly and professional demeanor, good communication skills, and the ability to stay calm under pressure.
·  Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers
·  Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers
·  Provides resolutions to caller problems and issues including researching and exploring alternative solutions
·  Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope
·  Accepts payment and initiates disbursement requests over the phone
·  Navigates through a computerized data entry system or other relevant applications
·  Manages documentation of all call information according to standard operating procedures
·  Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received
·  Undertakes all compliance and regulatory training in line with company requirements
·  Accountable in keeping up with process related learnings/training and meet performance standards set by the business
·  Completes customer’s transactional requests as provided by caller.
·  Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation
·  Demonstrates accuracy in processing changes to customer policies based on the information provided
·  Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.
·  Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
·  Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part.

Required Technical and Professional Expertise

·  If college graduate, more than 1yr of relevant work experience in a call center
·  If college undergraduate, 1-2yrs of relevant work experience in a call center
·  Excellent written and verbal communication and interpersonal skills.
·  Knowledge in MS Office applications
·  Strong customer focus and adaptability to different personality types
·  Able to work in multi-shift environment, including holidays
·  Able to multi-task, set priorities and manage time effectively
·  Role will also support an Insurance account
·  Location: Must be willing to report onsite - Quezon City (Eastwood City Libis/ UP Ayala Technohub)
·  Shift: Night Shift

PROFESSIONALISM

·  Demonstrate initiative and responsibility for actions
·  Work independently while maintaining an effective team member mentality
·  Maintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training – no exceptions

LANGUAGE/COMMUNICATION REQUIREMENTS

·  Ability to read and interpret work-related documents
·  Ability to respond to routine correspondence
·  Ability to listen, speak , and interact effectively with all customers and co-workers, adapting communication for optimal understanding
·  Excellent verbal communicatio n skills required; ability to practice professional telephone etiquette and techniques on all calls

REASONING ABILITY

Ability to understand and follow instructions, both written and verbal.

WORK ENVIRONMENT AND CONDITIONS

Employee must be willing to work a flexible schedule to meet the needs of the account, including overtime, and emergency shifts.

Preferred Technical and Professional Expertise

·  LICENSURE/CERTIFICATIONs REQUIREMENTS
None