Customer Service Agents for Insurance Technology Services Account (Mandaue Cebu)

TalentSync Training and Development; Cebu City; On-site; PHP 180,000 - 240,000; Full time

Job summary

TalentSync Training and Development in Cebu City is seeking Customer Service Agents for an Insurance Technology Services account. This full-time role located in Mandaue/Cebu focuses on delivering exceptional service to clients in the insurance tech sector.

You will handle inquiries, provide policy information, and support claims and account changes. The ideal candidate has a high school diploma, strong English communication, empathy, and the ability to multitask in a fast-paced environment.

Qualifications

• High school diploma or equivalent; additional qualifications in customer service or business studies are advantageous
• Proven experience in a customer service or call centre environment, preferably within the insurance or financial services sector
• Strong verbal and written communication skills in English with clear pronunciation and professional tone
• Excellent listening and empathy skills with the ability to understand customer needs and concerns

Responsibilities

• Handling inbound and outbound customer inquiries via phone, email, and chat regarding insurance technology services and products
• Providing accurate information about insurance coverage, policy details, claims processes, and technical features of insurance technology platforms
• Resolving customer complaints and issues in a professional, empathetic and timely manner, escalating complex matters when necessary
• Processing customer requests, including policy updates, claims submissions, and account modifications
• Identifying opportunities to enhance customer satisfaction and suggesting improvements to processes and services

Skills

Verbal communication

Written communication

English proficiency

Empathy

Multitasking

Problem solving

Patience

Education

High school diploma

Customer service training

Job description

We are seeking Customer Service Agents for Insurance Technology Services Account to join our growing team in Mandaue, Cebu. This is a full-time position based in Cebu Central Visayas, where you will be at the heart of our customer support operations, delivering exceptional service to clients in the insurance technology sector. As a Customer Service Agent, you will play a crucial role in maintaining our reputation for excellence and ensuring every customer interaction leaves a positive and lasting impression. This position offers the opportunity to develop your skills in a fast-paced, customer-focused environment while contributing directly to the success of our insurance technology clients.

What you'll be doing

• Handling inbound and outbound customer inquiries via phone, email, and chat regarding insurance technology services and products

• Providing accurate information about insurance coverage, policy details, claims processes, and technical features of insurance technology platforms

• Resolving customer complaints and issues in a professional, empathetic and timely manner, escalating complex matters when necessary

• Processing customer requests, including policy updates, claims submissions, and account modifications

• Identifying opportunities to enhance customer satisfaction and suggesting improvements to processes and services

• Maintaining compliance with company policies, procedures, and regulatory requirements specific to insurance services

• Meeting performance targets including call handling time, first-call resolution rates, and customer satisfaction scores

• Collaborating with team members and supervisors to share knowledge and support collective team goals

• Staying current with product knowledge and industry trends to provide expert guidance to customers

What we’re looking for

• High school diploma or equivalent; additional qualifications in customer service or business studies are advantageous

• Proven experience in a customer service or call centre environment, preferably within the insurance or financial services sector

• Strong verbal and written communication skills in English with clear pronunciation and professional tone

• Excellent listening and empathy skills with the ability to understand customer needs and concerns

• Ability to multitask and manage multiple customer interactions simultaneously without compromising quality

• Problem-solving mindset with a proactive approach to resolving customer issues

• Patience and emotional resilience when handling difficult or frustrated customers

• Attention to detail and accuracy when processing customer information and transactions

• Flexible schedule availability, including willingness to work shift schedules when required

• Basic knowledge of insurance products or technology services is preferred but not essential, as full training will be provided