Manila Business Support Assistant - Customer Service Representative 1

You will start on one client, and with dedication to our clients and WTW, you will be cross-trained to assist multiple clients. You will spend your day either on the phone or assisting with webchat conversations and email. We provide a superior service centre environment in professional buildings where you will be recognized for your dedication.

The role will be onsite, in our Manila office.

Key Responsibilities:

• Quickly build rapport and compassionately respond to customers by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email, and instant message
• Ability to customize customer service approach to meet all types of member communication styles and personalities while maintaining professionalism, and diplomacy during difficult calls
• Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
• Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon
• Read and understand client’s plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and to anticipate the future needs of the member
• Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
• Maintain and document complete and accurate call and case notes in a professional manner
• Regularly participate in team meetings and training
• You will spend much of your time assisting customers
• Perform other duties as assigned