Customer Support Officer - Specialty-3

QBE Group Shared Services Centre; Cebu City; On-site; PHP 279,000 - 391,000; Full time

Job summary

QBE Group Shared Services Centre in Cebu is seeking a detail-oriented Customer Service Representative to provide email support, answer questions from customers, underwriters and agencies, and help with policy-related inquiries. This on-site role requires 0–1 year experience and a bachelor's degree.

You will monitor inflow of new business, renewals, cancellations and endorsements, enter data into systems, and collaborate with stakeholders to ensure compliance with policies and regulations.

Qualifications

• 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
• Preferably with BPO experience and shifting schedules
• Knowledge in Insurance Processing is preferred

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

Skills

Customer service

MS Office

Verbal communication

Detail oriented

Time management

Problem solving

Multitasking

Analytical thinking

Education

Bachelor's degree

Tools

MS Tools

Job description

On-site - Cebu 1-3 Yrs Exp Bachelor Full-time

Primary Details

Time Type: Full time
Worker Type: Employee

Provide 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 Required 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.

Requirements

Please refer to job description.

Communication Skills Problem Solving Empathy Active Listening Time Management Customer Relationship Management Conflict Resolution Multitasking Adaptability Product Knowledge