Pensions Omni-Channel Support Specialist

Willis Towers Watson plc; Taguig; On-site; PHP 360,000 - 600,000; Full time

Job summary

Willis Towers Watson plc is seeking an Omni-Channel Administrator to join our team in handling inbound calls, emails, and web chats for UK clients. You will document discussions, back-call when needed, and aim for first-contact resolution while maintaining data privacy and security.

Role focuses on excellent customer service, adaptability to caller scenarios, and collaboration to improve overall caller and member experience in a non-sales environment.

Qualifications

• 1-2 years’ experience in inbound customer service with GB client interaction preferred.
• Ability to gain a strong understanding of Pension and Flexible Benefit administrative processes.
• Bachelor’s degree and pass given assessments.
• Attention to detail and accuracy in data entry and documentation.
• Good organizational and multitasking skills to manage volume of interactions and prioritise tasks.
• Keen to provide an exceptional service with a positive, caller-focused attitude.
• Good communication skills (listening, spoken and written).
• Able to work well under pressure and meet solo/team targets.

Responsibilities

• Answer inbound queries relating to Pensions and Flexible Benefits via telephone, email, and web chat.
• Returning voicemails and making call backs as required; document discussions and actions.
• Aim to answer queries on first contact and use self-serve options when appropriate.
• Handle confidential information with sensitivity and discretion per data protection guidelines.
• Provide an exceptional level of customer service and adapt to caller scenarios.
• Represent WTW professionally and work to meet team and personal targets.
• Collaborate with team to improve caller and member experience; not a sales environment.

Skills

Customer service

Communication

Time management

Multitasking

Attention to detail

Problem solving

Organizational skills

Written communication

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Willis Towers Watson plc is seeking an Omni-Channel Administrator to join our team in handling inbound calls, emails, and web chats for UK clients. You will document discussions, back-call when needed, and aim for first-contact resolution while maintaining data privacy and security.

Role focuses on excellent customer service, adaptability to caller scenarios, and collaboration to improve overall caller and member experience in a non-sales environment.