Customer Support & Issue Resolution:  

• Respond to customer inquiries and resolve issues efficiently on first contact (First Call Resolution).  

• Provide accurate information on products and services.  

• Follow company guidelines for handling complaints, issues, and escalation procedures.  

Service Level Adherence:  

• Answer calls within the service level goal (within 10 seconds).  

• Ensure minimal call abandonment and handle calls in an efficient manner. 

 Quality Assurance Compliance:  

• Adhere to the scripts, guidelines, and compliance protocols provided by the company.  

• Maintain a professional tone and demeanor during calls.  

• Meet or exceed QA scores and compliance metrics. 

 Sales (Cross-sell & upsell):  

• Identify sales opportunities for cross-sell and upsell based on customer needs.  

• Promote complementary insurance products and services during customer interactions.  

• Meet sales targets for cross-sell and upsell. 

 Follow-up claims call:  

• Ensure timely follow-up on insurance claims, providing status updates within the agreed TAT (72 hours).  

• Update customer records with accurate and timely claims information.  

 Net Promoter Score (NPS):  

• Strive to maintain high customer satisfaction through effective communication and issue resolution.  

• Participate in post-call surveys to gather feedback and identify areas for improvement. 

 Productivity:  

• Maintain a high level of productivity by handling a significant volume of calls (Inbound, Outbound and Social Media Chat and Comment) while maintaining quality.  

• Ensure that calls are efficiently managed, balancing talk time and after-call work

• Graduated High School (More preferrable degrees holder)  
• 1 year experience in call center field (Preferrable) 
•  Able to work with assign shift  
• Excellent verbal and written communication skills with a clear and professional tone. 
•  Ability to understand and address customer needs, ensuring a positive experience. 
•  Ability to identify and capitalize on sales opportunities during calls. 
•  Ability to handle multiple calls and tasks efficiently, meeting KPIs related to AHT and service level. 
•  Ensuring accurate data entry, call documentation, and customer follow-up. 
• Ability to address complex customer issues and escalate when necessary.
•  Familiarity with call center software, CRM tools, and Microsoft Office applications