Customer Service Associate

Job Summary:

Customer Service Agent

Key Responsibilities:

1.    Operational Management:

•      Supervise daily operations of the customer service team, ensuring adherence to policies, procedures, and performance standards.

•      Respond to customer inquiries in a timely, professional, and courteous manner via phone, email, chat, or social media.

•      Resolve product or service problems by clarifying the customers issue, determining the cause, and providing the best solution.

•      Accurately document all customer interactions using CRM or ticketing systems.

•      Escalate unresolved issues to the appropriate departments or supervisors.

•      Follow up with customers to ensure full resolution of issues and satisfaction.

•      Maintain up-to-date knowledge of company products, services, policies, and procedures.

•      Meet individual and team performance targets including quality, speed, and customer satisfaction.

•      Work collaboratively with other team members to achieve team goals and support a positive work environment.

•      Adhere to all company policies and compliance standards.

2.    Process Improvement:

•      Analyze and optimize operational processes to identify areas for improvement and implement best practices.

•      Coordinate with other departments, to ensure a seamless process flow.

•      Implement and oversee automation tools and technology solutions to streamline operations.

3.    Compliance and Risk Management:

•      Ensure all operations comply with industry regulations, corporate policies, and legal standards.

•      Monitor and address any potential risks or operational issues, escalating as necessary to senior management.

•      Maintain and update insurance-related documentation, including policy and claims records.

4.    Qualifications and Skills:

•      Bachelor’s degree in any field.

•      2+ years of experience in a customer service or contact center environment

•      Strong knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM).

•      Strong analytical and problem-solving abilities.

•      Excellent communication skills, both written and verbal.

•      Proficiency in insurance management software and MS Office Suite.

5.    Personal Attributes:

•      Detail-oriented with a focus on accuracy and efficiency.

•      Strong organizational and multitasking abilities.

•      Ability to work well under pressure and meet deadlines.

•      Adaptability and openness to continuous learning and improvement.

6.    Working Hours

•      The candidate should be flexible to work in any shift 24/7.