Customer Service Agent - Operations, MoneeInsure

Moneep; Philippines; On-site; PHP 223,000 - 312,000; Full time

Job summary

Moneep in the Philippines is seeking a detail-oriented customer service professional to support claims and non-claims inquiries and help implement standard operating procedures. You will handle customer requests, investigate complaints, and work with stakeholders to ensure timely resolutions and ongoing quality improvements across processes and product development.

Strong communication skills and the ability to multitask in a fast-paced contact center environment are essential, as is

Qualifications

• Diploma/Bachelor's Degree in any field required.
• 1+ year of customer service and complaint management experience preferred.
• Strong customer orientation and communication skills.
• Familiarity with contact center systems workflow.

Responsibilities

• Aid in implementing standard customer service procedures for claims and non-claims queries.
• Ensure customer service metrics and updates on initiatives are tracked and reported.
• Handle requests, investigate complaints and provide resolutions.
• Resolve product or service issues by clarifying, identifying causes, and following up.
• Support QA and UAT efforts and align with stakeholders.
• Contribute to designing new/updated processes for product development.

Skills

Customer service

Complaint management

Verbal and written communication

Multitasking

Time management

Contact center workflows

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