Job Information
WTW Customer Service Representative in Taguig, Philippines
The role
As a Benefit Customer Service Representative, you will have the rewarding opportunity to help our client members through the enrollment process and when making updates to their health care and/or pension plans. We allow you the freedom to take the time necessary to provide the highest level of service. You will start out on one client, and with dedication to our clients and WTW, you will be cross trained to provide assistance on multiple clients. You will spend your day either on the phone or providing assistance through webchat conversations and email. We provide superior service center environment in professional buildings where you will be recognized for your dedication.
Quickly build rapport and respond to customers in a compassionate manner 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
The Requirement
Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills in a grammatically correct way
2-3 years of Customer Service experience in an in-bound Service Center
Strong computer skills with the ability to toggle between various systems/windows
Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem-solving skills
Ability to work in a structured environment – adhering to and following protocols
High level attention to detail, multi-tasking, and ability to organize work
Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging
Ability to work autonomously in a self-paced, self-motivated team environment
Ability to understand and follow oral and written instructions
Must have excellent attendance and be punctual to work
Experience working in a customer service environment, in a global company/ matrixed environment
The following are a plus
Working knowledge of health and welfare and/or defined benefit pension plans
Associates or Bachelors Degree
WTW is an Equal Opportunity Employer