BPO Call Center Associate

NTT DATA, Inc.; Metro Manila; Hybrid; PHP 240,000 - 300,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

NTT DATA, Inc. in Metro Manila is seeking an Insurance Customer Service Associate to handle front-line calls from policyholders, beneficiaries, agents and internal customers, aiming to resolve questions and maintain service standards.

Initially onsite for six months, then a hybrid model based on performance and efficiency, with an emphasis on clear communication and product knowledge across life insurance and annuities.

Qualifications

• At least 1 year in a professional/office environment with regular shifts.
• Experience using Windows PC applications and learning new software tools.
• 6+ months demonstrating attention to detail and accountability for work.
• 6+ months of professional communication (oral/written).
• 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 and resolve questions and issues.
• Communicate effectively with internal and external customers to resolve issues.
• Develop knowledge of the insurance industry, products, services, and processes.
• Collaborate with management and teammates to address service issues.

Job description

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."