Customer Support Coordinator

dnata; Iba; On-site; PHP 300,000 - 450,000; Full time

Job summary

A leading company in the customer support field is seeking a Customer Support Administrator to assist clients with their medical insurance inquiries. This role, located in Clark, Pampanga, requires effective communication skills and the ability to manage customer queries efficiently, ensuring a high-quality customer experience.

Qualifications

• 2 years experience in customer support or call center role required.
• Knowledge of medical insurance processes advantageous.
• Proficiency in English is essential.

Responsibilities

• Handle incoming calls and provide product information.
• Document call information on Salesforce as per procedures.
• Identify and escalate Tier 2 queries.

Skills

Customer service

Active listening

Detail oriented

Communication

Time management

Education

High school diploma

Bachelor’s Degree in relevant business field

Tools

Salesforce

MS Office Suite

Job description

Job Purpose:

This role involves handling inbound calls from our customers who have queries or need assistance with their medical insurance policies. The customer support administrator will assess the type of call and provide accurate information or direct to the correct subject matter expert (SME) while maintaining an efficient and engaging customer experience.

Minimum Requirements:

• Applicants must be willing to work and relocate to Clark, Pampanga.
• Applicants must be a Filipino citizen or have a relevant residence status
• High school diploma or equivalent required; Bachelor’s Degree in a relevant business field preferred.
• A minimum of 2 years work experience in a customer support role within a call centre environment; experience in the medical insurance or HR benefits field is a plus.
• Knowledge of medical insurance processes and terminology is advantageous.
• Experience in process mapping and online file management preferred
• Proficiency in written and spoken English.
• Must be willing to work on shifting schedule including graveyard shifts.
• Must be willing to work on holidays and weekends.

Key Responsibilities and Accountabilities:

• Handle incoming calls and follow the support guide to understand the type of query.
• Provide product and service information to customers within the Tier 1 scope
• Identify and escalate Tier 2 queries to the relevant SME.
• Document all call information (Tier 1 and 2) on Salesforce according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Follow up customer calls where necessary.
• Uphold patient confidentiality as per company regulations
• Identify and escalate issues to the Team lead
• Perform related duties may be assigned.

Key Competencies:

• Must be detail oriented with utmost focus on quality and efficiency
• Ability to handle stressful situations and remain calm under pressure.
• Strong phone and verbal communication skills, along with active listening.
• Excellent customer service skills
• Proficiency in the MS Office Suite of Software. (Excel/Word/Power Point)
• Keen sense in providing detailed instructions to clients
• Understanding of Middle East culture is very critical
• Must be able to effectively communicate with colleagues and peers from other departments