BPO Call Center Associate

NTT America, Inc.; Manila; On-site; PHP 279,000 - 469,000; Full time

Job summary

NTT Data in Manila is seeking a customer service professional to provide front-line phone support to policyholders, beneficiaries, agents, and internal customers. You will strive to meet service standards and handle 75–100 calls daily, communicating professionally to resolve questions and issues.

The role requires 1 year of office experience, 6+ months in attentive detail and effective communication. A high school diploma or GED is required.

Qualifications

• At least 1 year of experience in a professional/office related environment with regularly scheduled shifts.
• At least 1 year of experience using Windows PC applications.
• 6+ months of experience with attention to detail, accuracy and accountability.
• 6+ months of experience communicating effectively in a professional/office setting.
• Education level of high school diploma or GED.

Responsibilities

• Provide front-line phone customer service to policyholders, beneficiaries, agents, and internal customers.
• Ensure customer satisfaction and strive to meet service standards.
• Handle 75–100 calls per day on a typical day.
• Communicate effectively and professionally with internal and external customers to resolve questions and issues.
• Develop and maintain knowledge of the insurance industry, products, services and processes.
• Collaborate with management or other team members to address service issues.

Skills

Phone support

Communication skills

Attention to detail

Office experience

Education

High school diploma or GED

Tools

Windows

Job description

In these roles you will be responsible for:

• Providing front-line phone customer service to policyholders, beneficiaries, agents, and internal customers.
• Ensuring customer satisfaction and strive to meet service standards.
• A typical day will likely involve fielding between 75 to 100 calls.
• Communicating effectively and professionally with both internal and external customers to resolve questions and issues.
• Developing and maintaining a solid working knowledge of the insurance industry and of all products, services and processes performed by the team.
• Collaborating with management or other team members as appropriate to proactively address service issues and concerns.

Required Skills for this role include:

• At least 1 year of experience in a professional/office related environment (i.e. office support, administrative, clerical, customer service) that required you to work regularly scheduled shifts.
• At least 1 year of experience using a computer with Windows PC applications that required you to use a keyboard, navigate screens, and learn new software tools.
• 6+ months of experience in a role that required attention to detail, accuracy, and accountability for your work product.
• 6+ months of experience in a role that required you to communicate (oral/written) effectively in a professional/office setting.
• An education level of at least a high school diploma or GED Preferences.

Preferred Skills include:

• Previous insurance industry experience that required knowledge of life insurance and annuity policies where you handled calls from members inquiring about payments, policy information, or claims.

For the first 06 months the candidate has to work from NTT Data onsite. Post that, looking at their efficiency & performance, they will be allowed to take up the hybrid work model.