Customer Service Representative (Insurance) - With 35K SOB | Virtual Process

StaffSmart Outsourcing; Metro Manila; On-site; PHP 312,000 - 469,000; Full time

Benefits offered by this job

35K sign-on bonus

Job summary

StaffSmart Outsourcing in Manila is hiring a Customer Service Representative (Insurance) to join our growing team. This full-time role places you as the first point of contact for customers, handling calls and emails, providing insurance information, processing requests, and ensuring satisfaction.

A 35K sign-on bonus is offered to the right candidate and ongoing training supports career development in a collaborative environment.

Qualifications

• Minimum high school diploma or equivalent.
• Proven customer service experience, preferably in call centre or insurance.
• Excellent verbal and written communication.
• Ability to multitask while maintaining accuracy.
• Comfort with using computers, databases and software applications.
• Willingness to learn about insurance products.

Responsibilities

• Handle incoming calls and emails professionally, addressing insurance inquiries.
• Provide accurate information about insurance products, policies, coverage, and claims.
• Process policy enquiries, premium payments, and updates.
• Resolve complaints promptly to ensure customer satisfaction.
• Document all interactions in the company database.
• Follow procedures to ensure consistent service delivery.
• Identify opportunities to cross-sell or upsell insurance products.
• Collaborate with team and other departments to resolve issues.
• Meet targets like call handling time, first-call resolution, and CSAT.
• Stay updated on product knowledge and procedures through training.

Skills

Customer service

Communication skills

Call center experience

Insurance knowledge

Multitasking

Empathy

Education

High school diploma

Job description

About us

StaffSmart Outsourcing is a leading customer service outsourcing provider dedicated to delivering exceptional support solutions for our clients across multiple industries. We pride ourselves on building strong teams of skilled professionals who are passionate about providing outstanding customer experiences. Our commitment to excellence and employee satisfaction has made us a trusted partner for businesses seeking reliable, high-quality customer service support.

About the role

We are seeking a Customer Service Representative (Insurance) to join our growing team at StaffSmart Outsourcing in San Lazaro, Manila and UP Technohub, Quezon City. This is a full-time position that plays a vital role in delivering exceptional customer support to our insurance clients. As a Customer Service Representative, you will be the first point of contact for customers, providing knowledgeable assistance, resolving inquiries, and ensuring customer satisfaction. This position is essential to maintaining our reputation for excellent service delivery and building lasting customer relationships. We are offering an attractive 35K sign-on bonus to the right candidate.

What you'll be doing

• Handling incoming customer calls and emails with professionalism and efficiency, addressing insurance-related inquiries and concerns
• Providing accurate information about insurance products, policies, coverage options and claims procedures
• Processing customer requests including policy enquiries, premium payments, and policy updates
• Resolving customer complaints and issues in a timely and satisfactory manner, ensuring high levels of customer satisfaction
• Documenting all customer interactions accurately in the company database and maintaining detailed records of transactions
• Following company protocols, procedures and quality standards to ensure consistency in service delivery
• Identifying opportunities to cross-sell or upsell insurance products based on customer needs
• Collaborating with team members and other departments to resolve complex customer issues
• Meeting and exceeding performance targets including call handling time, first-call resolution rates and customer satisfaction scores
• Staying updated on product knowledge, policy changes and company procedures through regular training

What we're looking for

• High school diploma or equivalent qualification as a minimum requirement
• Proven customer service experience, preferably in a call centre or insurance industry environment
• Excellent communication skills, both verbal and written, with the ability to articulate complex information clearly
• Strong listening and empathy skills to understand customer needs and concerns effectively
• Ability to multitask and manage multiple calls or enquiries simultaneously whilst maintaining quality
• Proficiency with computer systems, databases and common software applications
• Problem-solving skills with the ability to think critically and provide practical solutions
• Patient and professional demeanour, capable of remaining calm under pressure in a fast-paced environment
• Attention to detail with strong accuracy in data entry and documentation
• Flexibility to adapt to changing priorities and willingness to learn new products and procedures
• Prior experience in the insurance sector or knowledge of insurance products is highly desirable

What we offer

StaffSmart Outsourcing is committed to creating a supportive and rewarding work environment for our employees. We offer competitive remuneration packages, comprehensive benefits and opportunities for professional growth and development. This role includes an attractive 35K sign-on bonus to recognise your commitment to joining our team. We foster a collaborative culture where your contributions are valued and recognised. Our team benefits from ongoing training programmes, career advancement opportunities and a positive workplace culture. We prioritise work-life balance and employee wellbeing, offering flexible scheduling arrangements where possible and a supportive management team. Employees have access to health and wellness initiatives, performance-based incentives and a professional development pathway to enhance their skills and career progression.