BPO Customer Care Associate

Exasoft Zentact Solutions Philippines Corporation; Quezon City; On-site; PHP 279,000 - 391,000; Full time

Job summary

Exasoft Zentact Solutions Philippines Corporation in Quezon City is hiring for a client services associate responsible for accurate and timely transaction processing to meet SLAs. You'll prepare SOPs, assist process transitions, and support insurance or healthcare account experience.

You will handle routine inquiries, escalate complex issues, interact with customers and first line management, and contribute to plans to achieve key milestones.

Qualifications

• Typically requires 3-5 years relevant experience.
• High School Diploma or equivalent.
• Undergraduate degree or some college coursework preferred.
• Solid computer skills.
• Strong communication skills and customer service skills.
• Strong attention to detail, time management and organizational skills.
• Ability to physically perform general office requirements.
• Must be able to perform essential responsibilities with or without reasonable accommodations.

Responsibilities

• Ensures accurate and timely completion of transactions to meet or exceed client SLAs.
• Works on preparation of SOPs / process transitions.
• Account Experience should be Insurance or Healthcare (Anyone).
• They handle routine questions and issues, referring complex or unexpected matters to higher level employees for assistance.
• Resolves more complex client situations by applying demonstrated knowledge and skills generally acquired through job experience.
• They may regularly interact with customers and first line management.
• Takes escalated calls from providers/callers.
• Develops tactical and operational plans to achieve key milestones in the project.
• Ensures accurate and timely processing of transactions to meet or exceed client service level agreements.
• Identifies and resolves issues around nonstandard pending transactions.

Skills

Strong communication skills

Customer service skills

Solid computer skills

Time management

Organizational skills

Education

High School Diploma or equivalent

Undergraduate degree or some college coursework preferred

Job description

Roles & Responsibilities:

• Ensures accurate and timely completion of transactions to meet or exceed client SLAs.
• Works on preparation of SOPs / process transitions.
• Account Experience should be Insurance or either in Healthcare (Anyone).
• They handle routine questions and issues, referring complex or unexpected matters to higher level employees for assistance.
• Resolves more complex client situations by applying demonstrated knowledge and skills generally acquired through job experience.
• They may regularly interact with customers and first line management.
• Takes escalated calls from providers/callers.
• Develops tactical and operational plans to achieve key milestones in the project.
• Ensures accurate and timely processing of transactions to meet or exceed client service level agreements.
• Identifies and resolves issues around nonstandard pending transactions.

Working Hours: 1:00 PM to 10:00 PM Philippine Standard Time - Monday to Friday.

Requirement

• Typically requires 3-5 years relevant experience.
• High School Diploma or equivalent.
• Undergraduate degree or some college coursework preferred.
• Solid computer skills.
• Strong communication skills and customer service skills.
• Strong attention to detail, time management and organizational skills.
• Ability to physically perform general office requirements.
• Must be able to perform essential responsibilities with or without reasonable accommodations.