Executive-Customer Care Voice-Claims - FNOL

ExlService Holdings, Inc.; Philippines; On-site; PHP 201,000 - 279,000; Full time

Job summary

ExlService Holdings, Inc. in the Philippines is seeking a Customer Service Representative to assist customers via calls, chat and emails, handling generic queries, account status and insurance-related concerns.

The ideal candidate will demonstrate ownership and provide timely resolutions following quality monitoring guidelines. You will liaise with onshore departments to relay messages, maintain courteous service, meet performance metrics, and work well independently or in a team.

Qualifications

• Basic computer literacy and ability to navigate general software.
• Ability to type accurately and update systems efficiently.
• Passing score on problem-solving assessment.
• Good follow-up skills and attention to accuracy.

Responsibilities

• Assist customers with queries via calls, chat, and emails about general inquiries, account status and insurance questions.
• Demonstrate ownership and provide timely resolutions.
• Liaise with onshore departments to pass messages to customers.
• Treat customers courteously and efficiently per quality guidelines.
• Meet productivity metrics while maintaining accuracy and privacy.

Skills

Computers basics

Troubleshooting

Typing speed 30 wpm

Independent and team work

Attention to detail

Adaptability to changes

Customer-centric approach

Stress tolerance

Dependability

Navigate multiple applications

Technical information retention

Frequent performance feedback recept

Education

Completed 2 years in college

Job description

Executive-Customer Care Voice-Claims - FNOL

Job Info

• Job Identification 6798
• Posting Date 11/18/2025, 05:48 PM
• Job Role Customer Care Voice-Claims - FNOL
• Experience (In Years) 0-3

Job Description

We are seeking a Customer Service Representative to assist customers with their inquiries via calls, chat, and emails, encompassing generic queries, account/application status, and insurance-related concerns. The ideal candidate will demonstrate ownership, providing timely resolutions while ensuring consistent, courteous, and efficient service according to quality monitoring guidelines. Liaison with onshore departments may be necessary to relay messages to customers as requested.

Responsibilities

• Assist customers with their queries via calls chat and emails pertaining to generic queries, account / application status and status on Insurance related queries.
• Demonstrate ownership and provide timely resolutions to inquiries and requests
• Liaise with onshore departments to pass on messages to the customers as requested
• Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines
• Attain team productivity goals without compromising accuracy, service, or the privacy of customers
• Manage daily work activity and take action as appropriate to meet customer service metrics

Qualifications

• Basic knowledge of computers
• Knowledge of key parts of the computer and rebooting the system
• Preferably good typing speed and accurate system updating
• Keyboarding skills/typing speed (at least 30 wpm)
• Possesses good problem-solving skills (should pass critical thinking assessment)
• Ability to work independently and in a team environment
• Detail oriented with excellent follow-up skills
• Maintains effectiveness despite changes to situations, tasks, responsibilities, and people
• Sets own high standards of performance
• High tolerance for stress
• Proven record of dependability
• Comfortable with navigating and communicating instructions to access multiple computer applications
• Must be able to learn and retain a large amount of technical information in a relatively short period of time
• Must be receptive to detailed and frequent performance feedback
• Generally likeable demeanor and customer centric approach
• Knowledge about US Life Insurance processes and other line of businesses is a plus
• Knowledge about US culture
• Knowledge on quality procedures
• Completed at least 2 years in College
• At least 1 year prior customer service experience