Senior Insurance Customer Support Specialist

QBE Group Shared Services Centre; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Job summary

QBE Group Shared Services Centre in Cebu City seeks a customer service professional to resolve enquiries related to insurance products and support business goals. The role emphasizes compliance, knowledge maintenance, and stakeholder collaboration in a BPO environment.

You will handle escalated complaints, mentor colleagues, train new hires, and help optimize processes while managing workload and reporting metrics. Shift schedules may apply in a global contact centre.

Qualifications

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

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.

Job description

QBE Group Shared Services Centre in Cebu City seeks a customer service professional to resolve enquiries related to insurance products and support business goals. The role emphasizes compliance, knowledge maintenance, and stakeholder collaboration in a BPO environment.

You will handle escalated complaints, mentor colleagues, train new hires, and help optimize processes while managing workload and reporting metrics. Shift schedules may apply in a global contact centre.