EXL

Assistant Manager – MIS Business Analysis

EXL

full-time

Posted on:

Origin:  • 🇵🇭 Philippines

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Job Level

Junior

About the role

  • Assist customers with their queries via calls, chat, and emails pertaining to generic queries, account/application status and insurance-related queries
  • Demonstrate ownership and provide timely resolutions to inquiries and requests
  • Liaise with onshore departments to pass on messages to the customers as requested
  • Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines
  • Attain team productivity goals without compromising accuracy, service, or the privacy of customers
  • Manage daily work activity and take action as appropriate to meet customer service metrics

Requirements

  • Basic knowledge of computers
  • Knowledge of key parts of the computer and rebooting the system
  • Preferably good typing speed and accurate system updating
  • Phone call/master handling skills
  • Keyboarding skills/typing speed (at least 30 wpm)
  • Strong verbal communication skills (Overall B1 – CEF)
  • Possesses good problem-solving skills (should pass critical thinking assessment)
  • Ability to work independently and in a team environment
  • Detail oriented with excellent follow-up skills
  • Maintains effectiveness despite changes to situations, tasks, responsibilities, and people
  • Sets own high standards of performance
  • High tolerance for stress
  • Proven record of dependability
  • Comfortable with navigating and communicating instructions to access multiple computer applications
  • Must be able to learn and retain a large amount of technical information in a relatively short period of time
  • Must be receptive to detailed and frequent performance feedback
  • Generally likeable demeanor and customer centric approach
  • Knowledge about US Life Insurance processes and other line of businesses is a plus
  • Knowledge about US culture
  • Knowledge on quality procedures
  • Completed at least 2 years in College
  • At least 1 year prior customer service experience