Customer Care Executive

Job Purpose:

Responsible for providing end to end customer servicing to AXA Customers using different communication channels either Voice or Email

• Address queries on policy, billing and payment

• Address queries on claims filing and status

• Facilitate endorsement request from customer or dealer

• Escalation of customer complaints to Team Lead

• Escalate real-time issues for top call drivers that are out of the ordinary

• Address distributor queries on transaction status and aftersales process

Critical Accountabilities:

• Customer Care Handling

o Educate customers and handle queries on products, processes, and policy information, etc.

o Educate customers on the requirements of claim documents and claim status

o Provide extra mile actions to provide delightful customer experience whenever possible

o Ensure complete processing on issuance of insurance contract

• Service Fulfillment

o Provide complete processing of issuance of insurance contract

o Update customers on status of transactions and request

o Creation of case requests for modification whether it's new or follow-up

o Advice on requirements, processes, and SLA

• Complaints Management

o Provide resolution to soft customer complaints

o Endorse to Team Leader overseeing complaints lodged until resolved

Qualifications:

• Bachelor's degree holder

• Experience in a Customer Service function - preferably in a contact center setting

• Exposure in Banking/Insurance industry is a plus

• Has experience using multiple / non-traditional channels in customer servicing (chat, new media)

• Efficient communication skills (Active Listening, Verbal and Written)

• Proficient in English and Filipino Language (grammar) and can express thoughts clearly

• Dependable

• Flexible and open to change

• Good team player

• Problem solver, Dynamic, and able to multi-task