The purpose of the role is to attend to calls received through the BPI MS Trunk line and assist clients on inquiries and concerns related to claims.

DUTIES & RESPONSIBILITIES

• Answer all incoming calls and handle customer inquiries and complaints to achieve target call answer rate.
• Resolve complaints within agreed turn around time.
• Update Client database as provided during transaction handling.
• Achieve high satisfaction rating from customers.
• Timely acknowledge emails and coordinate with various units to address clients' requirements.
• Work within the approved budget of the unit through monitoring and control of expenses.
• Pass the Quality Assurance (QA) and Customer Satisfaction Survey (CSAT).
• Ensure completeness of PIUs Transaction logs.

QUALIFICATIONS

• Graduate of any Bachelor's Degree.
• Preferably has experience in voice accounts.
• Good set of communication, analytical, negotiation, good inter-personal and problem solving skills.
• Knowledge in advanced MS Applications.