Customer Service Specialist – Insurance (Hybrid)

Petsure Services Inc.; Philippines; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Day 1 HMO

Annual Leave Credits

Group life Insurance

Performance-Based Incentives

13th & 14th Month Bonus

Transportation and Meal Allowance

Medicine & Optical Reimbursement Allow

Job summary

PetSure Services Incorporated (PSI) is seeking a Customer Service Officer to deliver high-quality service to Petsure’s pet parents via phone and email, while adhering to regulatory requirements and service level agreements. The role emphasizes accurate information, empathy, and effective issue resolution in a fast-paced environment.

It contributes to customer retention by explaining product value, identifying needs, and supporting informed decisions.

Qualifications

• Preferred tertiary qualifications in any discipline; graduate of Senior High School considered.
• Must have at least 2 years in Customer Service, Sales, Retention or equivalent.
• Experience in a quality-controlled environment is desirable.
• Excellent communication skills and basic computer knowledge.
• High initiative, accountability and self-motivation; team player.

Responsibilities

• Answer all inbound calls and respond to emails per defined quality standards.
• Build genuine connections with customers through personalized, professional communication.
• Achieve first call resolution via active listening and probing questions.
• Make outbound follow up calls and emails as required.
• Own and manage customer complaints with a focus on satisfactory resolution.
• Demonstrate empathy and emotional awareness during distress or concerns.
• Provide accurate policy coverage, claim status, and procedure information.
• Liaise with departments to ensure customer concerns are addressed.
• Meet or exceed quality, productivity, and customer satisfaction KPIs.

Skills

Communication

Customer Service

Empathy

Problem Solving

Active Listening

Teamwork

Negotiation

Education

Senior High School graduate

2nd year college considered

Tools

MS Office

Knowledge Base (Fetch)

Job description

PetSure Services Incorporated (PSI) is seeking a Customer Service Officer to deliver high-quality service to Petsure’s pet parents via phone and email, while adhering to regulatory requirements and service level agreements. The role emphasizes accurate information, empathy, and effective issue resolution in a fast-paced environment.

It contributes to customer retention by explaining product value, identifying needs, and supporting informed decisions.