Job Description

• Responsible for providing end to end customer servicing to AXA Customers using different communication channels either Voice, Email, Facebook or Live Chat.
• Address queries on policy, billing and payment
• Address queries on claims filing and status.
• Resolve requests and complaints.
• Facilitate endorsement request form customer or distributor.
• Escalation of customer complaints to Tier 2 or Team Lead. c
• Escalate real-time issues for top call drivers that are out of the ordinary.
• Promote AXA Self Service options such as EMMA or My AXA.
• Address distributor inquiries on transaction status & aftersales process
• Roles and Responsibilities:
• Customer Handling
• Educate customers and answer queries on products, processes, and policy information, etc.
• Educate customers on the use of Emma or My AXA
• Educate customer on the requirements of claim documents and claims status.
• Provide extra mile actions to provide delightful customer experience whenever possible
• Service Fulfillment
• Update customers on status of transactions & request.
• Creation of case requests for modification whether it's new or follow-up.
• Advice on requirements, processes, and SLA.
• Complaints Management
• Provide resolution to soft customer complaints.
• Endorse to Team Leader overseeing complaints lodged until resolve

Job Qualification:

• Bachelor's degree holder
• At least 2 years experience in a Customer Service function
• Exposure in the banking/insurance industry is a plus
• Has experience using multiple/non-traditional channels in customer servicing (chat, new media)
• Excellent communication skills (active listening, verbal, and written)
• Proficient in English and Filipino language (grammar) and can express thoughts clearly
• Dependable
• Flexible and open to change
• A good team player
• Problem Solver, Dynamic and able to multi-task

Job Type: Full-timeSalary: From Php19,000.00 per monthBenefits:

• Paid training

Schedule:

• 8 hour shift
• Day shift

Supplemental Pay:

• 13th month salary
• Overtime pay

COVID-19 considerations:
Fully VaccinatedAbility to commute/relocate:

• Makati: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer Care Specialist: 1 year (Preferred)

Language:

• English (Preferred)