OMNI Channel Administrator

WTW; Manila; On-site; PHP 250,000 - 420,000; Full time

Job summary

WTW is seeking an Omni-Channel Administrator to join our team in Manila. You will handle inbound calls, emails, and web chats for UK clients, documenting discussions and actions with accuracy.

You will aim for first-contact resolution, leverage available self-serve options, and maintain high professional standards while meeting team targets. Experience in pensions or benefits is a plus; a Bachelor’s degree is required.

Qualifications

• 1-2 years’ experience in inbound customer service.
• Strong data entry and documentation accuracy.
• Bachelor’s degree and assessments may be required.
• Good communication and problem-solving abilities.

Responsibilities

• Answer inbound queries via telephone, email, and web chat.
• Strive for first-contact resolution and log all interactions.
• Protect customer data and comply with privacy policies.
• Provide courteous, professional service to clients.

Skills

Inbound support

Communication skills

Data entry

Time management

Multitasking

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

Description

This is a fantastic opportunity to join a highly successful and growing organization as an Omni-Channel Administrator. In this role, you will be answering inbound calls, returning calls, and answering emails and web chats for major UK clients.

The Role

• Answer inbound queries relating to Pensions and Flexible Benefits via telephone, email, and web chat. Returning voicemails and making call backs as required. Clearly and accurately documenting your discussion and any actions due to be taken.
• Aim to answer caller queries on first contact as often as possible, utilising the self-serve opportunities WTW provide online where appropriate
• Handle confidential information with sensitivity and discretion in accordance with the General Data Protection Legislation and company data security requirements
• Provide an exceptional level of customer service, adapting to different caller scenarios in accordance with WTW Best Practice and Client processes
• Positively represent WTW and our Clients by providing a friendly and professional service
• Work efficiently to achieve team and personal targets
• Collaborate with team members and organisation to continuously improve caller and member experience
  (please note this is not a sales environment, the targets are around answering calls within set timeframes / resolving queries efficiently on first contact)

Qualifications

The Requirements

• 1-2 years’ experience in supporting in-bound customer service, with GB client interaction/experience preferred
• Ability to gain a strong understanding of the administrative process as it relates to Pension and Flexible Benefit Plans
• Bachelor’s degree and pass given assessments
• Attention to detail and accuracy in data entry and documentation
• Good organizational and multitasking skills to manager volume of interactions and prioritise tasks efficiently
• Keen to provide an exceptional service, with a positive and caller focused attitude
• Good communication skills (listening, spoken and written)
• Natural problem solver, able to work to a high level of accuracy
• Able to work well under pressure and meet solo / team targets
• Experience using Microsoft Office with a strong ability to use multiple open computer windows to answer queries while on the phone/email/webchat
• Keen to take ownership and assist callers with their queries
• Good time management

WTW is an Equal Opportunity Employer