Customer Service Representative - with Voice Experience

QBE Group Shared Services Centre; Philippines; Hybrid; PHP 360,000 - 540,000; Full time

Job summary

QBE Group Shared Services Centre in Manila is seeking an Insurance Specialist to support customers, underwriters and agencies by phone and email, handling insurance, billing, product and policy enquiries with a professional, personalized touch.

You will respond to enquiries, provide quotes and renewal support, ensure regulatory and privacy compliance, and collaborate with internal teams to resolve issues while delivering excellent service.

Qualifications

• Bachelor's degree or equivalent education and work experience.
• At least 1 year in insurance, Banking, billing or call centre roles.
• Excellent verbal and written communication and customer service skills.
• Strong analytical, problem-solving, planning and time-management abilities.
• Ability to learn across multiple systems and Microsoft tools.
• Good attention to detail and stakeholder management.

Responsibilities

• Respond to customer, underwriter and agency enquiries about insurance products, processes, policies and billing.
• Handle phone and email interactions efficiently and in line with procedures.
• Provide new business quotes and support policy renewals with a positive customer experience.
• Assess documents, identify missing information and guide next steps.
• Maintain regulatory, privacy, confidentiality and credit card security compliance.
• Collaborate with internal teams to resolve enquiries.

Skills

Call centre experience

Customer service

Verbal communication

Written communication

Microsoft Office

Education

Bachelor's degree

Tools

Job description

Role Highlights

• Location: Manila
• Hybrid role, Happy to talk flexible working

The opportunity

Join our customer service team and support customers, underwriters and agencies through phone and email interactions. You will help resolve insurance, billing, product and policy enquiries while delivering a professional and personalized customer experience.

About QBE

At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch. We're an international insurer with more than 13,000 people working across 26 countries – which means we're big enough for your ambitions, yet small enough for you to make a real impact. It's an exciting time. We're building momentum towards our vision to become the most consistent and innovative risk partner. What if you could have a positive impact – at work and in the world As part of the QBE team, you'll get to spend every day working with people who are passionate, talented and kind.

Your new role:

As an Insurance Specialist, you will respond to customer, underwriter and agency enquiries across multiple insurance processes and products. You will resolve billing and policy concerns, provide quotes and renewal support, and connect callers with the appropriate teams while meeting regulatory, privacy and security requirements.

Key responsibilities will include:

• Respond to customer, underwriter and agency enquiries about insurance products, processes, policies and billing.
• Handle phone and email interactions efficiently, accurately and in line with agreed service procedures.
• Provide new business quotes and support policy renewals while delivering a positive customer experience.
• Assess submitted documents, identify missing information and provide clear guidance on the next steps.
• Follow regulatory, privacy, confidentiality, credit card security and insurance compliance requirements.
• Build effective working relationships and collaborate with internal teams to resolve customer and agency enquiries.

About You

You are a customer-focused professional with voice or call centre experience and the ability to communicate clearly and confidently. You can manage multiple enquiries, understand customer needs and provide accurate solutions while maintaining attention to detail and a professional approach.

You'll also have:

• A bachelor's degree or an equivalent combination of education and relevant work experience.
• At least one year of relevant experience, preferably within an insurance, banking, billing or call centre environment.
• Excellent verbal and written communication and customer service skills.
• Strong analytical, problem-solving, planning and time-management capabilities.
• The ability to learn and work across multiple systems and applications, including Microsoft tools.
• Good attention to detail, organisation and stakeholder relationship management skills.

Global Disclaimer:

The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee's normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

Your career. At the heart of it.