Customer Support Senior Professional

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

Job summary

QBE Group Shared Services Centre is seeking a dedicated customer service professional to resolve enquiries and advise on insurance products while supporting core business growth. You will handle escalated complaints, maintain knowledge of products and processes, and collaborate with stakeholders to improve operations.

The role requires call centre experience, a tertiary degree, and ability to train and mentor peers.

Qualifications

• Tertiary degree or equivalent combination of education and work experience.
• Experience in call centre service, preferably with insurance or banking.
• BPO experience and shifting schedules is a plus.

Responsibilities

• Ensure compliance with relevant policies, procedures, and legislations.
• Maintain product, system, and process knowledge.
• Establish and maintain good working relationships with stakeholders.
• Resolve escalated complaints promptly.
• Provide recommendations for business improvement.
• Conduct training for existing team members and new hires if necessary.
• Allocate workload effectively when needed.
• Manage workflow, ad-hoc requests, and reporting performance metrics.
• Assist in processing daily transactions.
• Mentor junior team members when required.

Skills

Client Service Excellence

Communication

Critical Thinking

Customer Centricity

Customer Service

Emotional Awareness

Industry Knowledge

Insurance Product Knowledge

Intentional collaboration

Managing performance

Policy Compliance

Policy Management

Risk Management

Stakeholder Management

Education

Tertiary Degree or equivalent combination of education and work experience

Job description

Primary Details

Time Type: Full time
Worker Type: Employee
The purpose of this role is to deliver exceptional customer service by resolving customer enquiries, meeting customer needs in relation to insurance product advice whilst assisting in the growth of core business goals.

Responsibilities:

• Ensure compliance with relevant policies, procedures, and legislations.
• Maintain product, system, and process knowledge.
• Establish and maintain good working relationships with stakeholders.
• Resolve escalated complaints promptly.
• Provide recommendations for business improvement.
• Conduct training for existing team members and new hires if necessary.
• Allocate workload effectively when needed.
• Manage workflow, ad-hoc requests, and reporting performance metrics.
• Assist in processing daily transactions.
• Mentor junior team members when required.

Work Experience:

Preferred Work Experience includes:

• Some call centre experience in service industry, preferably with insurance, financial or retail industry.
• Experience in customer service, preferably with BPO experience and shifting schedules.
• Call centre experience within the insurance and/or banking industry, including billing experience and increasing level of responsibility.
• Some experience in service industry in a similar role, including some customer service or technical support call centre voice experience within the insurance and/or banking industry.

Qualifications:

Necessary Qualifications include:

• Tertiary Degree or equivalent combination of education and work experience.

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.

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.

Travel Frequency:

Infrequent (approximately 1-4 trips annually)

US Only - General office jobs:

Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs.

Skills:

Client Service Excellence, Communication, Critical Thinking, Customer Centricity, Customer Service, Customer Value Management, Emotional Awareness, Industry Knowledge, Insurance Product Knowledge, Intentional collaboration, Managing performance, Policy Compliance, Policy Management, 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.