Key Responsibility Areas Including Preferred Skills and Experience
•Ensure that the guidelines are followed as per standard procedures
•Ability to understand the nature of query from customer for which they called, able to provide a solution within a short timeframe
•Should be well-versed and holds depth knowledge to handle different nature of queries, good understanding of navigation of multiple ERP
•Must have team handling experience in a Voice Process
•Provide coaching, feedback, and ongoing training to team members to enhance performance
•Should be able to understand transaction flow and able to help customer to inform them with their amount due for payment, sharing payment status, invoice copy
•Ensure that the quality of the transactions is in compliance with predefined parameters
•Ensure adherence to Company Policies and Procedures
•Ensure fair methods are used to collect outstanding balance while customer are making payment by sharing their credit card information during calls or help them with navigation if they want to make payment on their own
•Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
Competencies
•Good communication both written and verbal
•Previous international Voice experience (preferably in insurance)
•Good computer navigation skills
•Should be familiar with MS Office
•Listening and comprehension skills
•Questioning and Reasoning Skills
•Customer Service focus and telephone etiquette
•Good decision-making skill
•Act as liaison between team members and management & bring issues/concerns to management
