Description |
Title: Customer Care Sr. Associate (Spanish Speaking)Location: PhilippinesResponsible for providing voice based customer support to end users of client services. Responsible for interpreting and analyzing client data to ensure end users queries are handled efficiently and adequately within the client stipulated SLAs.Role Responsibilities * Comprehensive knowledge of a wide range of policies and procedures for the work area. * Possesses broad knowledge of related processes, disciplines and/or technologies and their interdependencies. * Possesses deep knowledge of internal operations and develops relationships to facilitate workflow. * Applies advanced principles, theories, concepts and technologies as well as knowledge of related disciplines to solve problems and deliver solutions. * Probes beyond the stated situation to identify underlying issues and consider possible alternatives. * Recognizes and acts on inconsistencies in data, developing new techniques and procedures as required. * Work requires the exercise of discretion and independent judgment to investigate and resolve problems or situations. * Recommends and assists in the implementation of changes to policies and procedures as appropriate. * Understands the implications of actions and decisions within work area and across teams. * Resolves complex issues escalated from less-experienced team members. * May provide direction or coaching to less experienced team members. * May act as a Lead on small projects. * Able to accurately and effectively communicate subject-matter specific and/or technical topics to an audience unfamiliar with the nuances of the discipline. * Has working knowledge of current processes and procedures and may identify opportunities for improvements. * Complete a wide range of tasks and assignments assigned by Leader. * Resolves more complete situations by applying demonstrated knowledge and skills generally acquired through job experience. * Anticipates problems and recognizes when to deviate from standard practices. * Independently gathers resources and information needed to complete projects. * Applies communication skills to provide service, coordinate information and collaborate with others. * Listens and asks questions to solicit feedback to understand needs and provide service. * Regularly interacts with customers and first line management. * Take escalated calls from providers/callers.LIPriority"Requirements.With at least 3 years call center experience handlinginbound account. 13 - 18 months experience in Life Insurance and/or Annuity experience. Ability to deal with high stress situation. Excellent verbal and written communication skills. Demonstrates excellent customer service orientation and problem solving skills. Strong ability to multitask
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Requirements |
See job description.
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