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