Customer Support Officer - Specialty-3

QBE Group Shared Services Centre; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

QBE Group Shared Services Centre in Cebu City seeks a customer service professional to handle email inquiries, clarify policy details, and support underwriters and agencies with product knowledge and process guidance.

You will assist with work allocation, monitor new business inflows, renewals, cancellations, and endorsements, and ensure compliance with policies and reporting requirements in a fast-paced environment.

Qualifications

• Bachelor's Degree or equivalent combination of education and work experience.
• 0-1 year relevant experience preferred.

Responsibilities

• Provide customer service via email and answer questions from customers, underwriters, and agencies regarding products, processes, and policies.
• Monitor inflow of new business, renewals, cancellations, and endorsements; assist with work allocation and reporting.
• Ensure policies are followed and escalate where appropriate; refer issues to business leads as needed.
• Maintain relationships with stakeholders and cooperate with other functions to resolve inquiries.

Skills

Verbal communication

Written communication

MS Office

Customer service

Attention to detail

Multitasking

Problem solving

Analytical skills

BPO experience

Education

Bachelor's Degree

Tools

MS Office

Job description

Primary Details

Time Type: Full timeWorker Type: EmployeeProvide customer service via email & answer customer, Underwriter and/or agency’s question regarding product, process, policy. Responsible for work allocation including monitoring, reporting inflow of new business, renewals, cancellations and endorsements of transactions

Primary Responsibilities

• Ensure policies are followed and refer/escalate where appropriate
• Comply on provided legislations, industry codes, company policies and procedures.
• Establish and maintain a good working relationship with stakeholders
• Cooperate with other functions to answer customer/agency’s questions regarding product, process, policy etc.
• Consistently open minded, professional, polished, posed, and positive demeanor
• Process all transactions/emails related to product, process and policies and accomplish all reports as required by clients
• Properly assess completeness of documents received and provide solutions if incomplete
• Performs moderately complex clerical, administrative and general office duties.
• Follow established policies, procedures and guidelines for work requests, problem resolution and escalating inquiries to business leads.
• Enter data into systems and make updates, or corrections while adhering to the guidelines Required Education
• Bachelor's Degree or equivalent combination of education and work experience
• 0-1 year relevant experience Preferred Competencies/Skills
• Proficient verbal and written communication skills
• Proficiency in MS tools
• Customer service focus
• Keen to details
• Administration and Organisation Skills
• Ability to multi task
• Problem-solving skills
• Analytical and research skills Preferred Experience
• Preferably with BPO experience and shifting schedules Preferred Knowledge
• Basic knowledge on customer service
• Knowledge in Insurance Processing is preferred QBE Cultural DNA
• Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:
• We are customer-focused
• We are technical experts
• We are inclusive
• We are fast-paced
• We are courageous
• We are accountable
• We are a team
• All employees are expected to adhere to QBE’s Code of Ethics and Conduct and apply sound risk management practices US Only - Disclaimer
• To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities. Job Type
• Individual Contributor 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. Skills: Administrative Support, Analytical Thinking, Critical Thinking, Customer Service, Insurance Underwriting, Intentional collaboration, Managing performance, Policy Administration, Policy Compliance, Policy Management, Prioritization, Regulatory Compliance, Risk Assessments, Risk Management, Stakeholder Management

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.