Customer Service Agent - Operations, MoneeInsure

MoNeed; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Moneed is seeking a customer service professional in the Philippines to help implement standard operating procedures for claims and non-claims inquiries. The role focuses on meeting customer service metrics, reporting on initiatives, and proposing improvements.

You will handle requests, investigations, and resolutions, diagnose issues, explain solutions, and expedite corrections while ensuring follow-up. You will also support QA/UAT and contribute to process design for product development.

Qualifications

• 1+ year of experience in customer service and complaint management
• Experience in insurance or financial services is a plus
• Customer-oriented with a strong focus on delivering excellent customer experience
• Excellent verbal and written communication skills
• Familiar with the workflow of contact center systems
• Ability to multitask, prioritize and manage time effectively

Responsibilities

• Aid in the implementation of standard customer service / support operating procedures for claims / non-claims questions and issues
• Ensure that customer service metrics, provide reports/status updates on customer service initiatives are reached, and suggest concrete methods for improvement.
• Handle customer requests, complaint investigations and resolutions
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Support quality assurance and user acceptance testing (UAT) efforts by working with relevant stakeholders to ensure alignment and desirable outcomes
• Contributes in the design of new and existing processes. This includes mapping out features and requirements necessary for product development

Skills

Customer service

Complaint handling

Communication

Multitasking

Education

Diploma/Bachelor's Degree in any field

Job description

Job Description

• Aid in the implementation of standard customer service / support operating procedures for claims / non-claims questions and issues
• Ensure that customer service metrics, provide reports/status updates on customer service initiatives are reached, and suggest concrete methods for improvement.
• Handle customer requests, complaint investigations and resolutions
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Support quality assurance and user acceptance testing (UAT) efforts by working with relevant stakeholders to ensure alignment and desirable outcomes
• Contributes in the design of new and existing processes. This includes mapping out features and requirements necessary for product development

Requirements

• Diploma/Bachelor's Degree in any field.
• At least [1] year of experience in customer service and complaint management experience. Experience in insurance or financial services is a plus
• Customer-oriented with a strong focus on delivering excellent customer experience
• Excellent communication (verbal and written) and interpersonal skills
• Familiar with the workflow of contact center systems
• Ability to multitask, prioritize and manage time effectively