Acquire Asia Pacific Incorporation-ManilaWe’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Customer Care Consultant, your role is vital in keeping our customers happy and contributing to our organization’s growth and success.
As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.
A SNAPSHOT OF YOUR ROLE
One of the International Visitors Contact Centre primary objectives is to maximise excellence in servicing the existing and prospective customers. Their other objective is to maximise the sales opportunities for the International business and maintain retention within the business.
The position exists to provide accurate and comprehensive information and advice about nib’s International products and services, ensuring that products meet the needs of individuals and organisations and to deal with insurance related enquiries from both customers and providers.
Your day could see you:
Sales
o Conduct outbound calls to customers/policy holders.
o Outbound warm sales leads
o Promote and sell nib’s International health insurance products and services using a structured sales process.
o Identify domestic opportunities for nib’s other products and services and refer to the appropriate sales area.
o Ensure customers are fully informed about their product(s) and, in particular, inclusions, exclusions and restrictions.
o Follow up sales leads to current or prospective customers.
o Arrange the dispatch of product information to existing and prospective customers.
Service
o With the sponsored groups there are Service Level Agreements (SLA) that are required to be met. A 100% answer rate is expected so that no customer is waiting on the inbound line for a consultant. It is imperative that all consultants maintain their schedules at all time without their Team Leaders knowledge.
o Provide complete and accurate information to customers about their entitlements.
o Undertake needs analysis and recommend most appropriate product.
o Retain customers intending to cancel their policy prior to end of visa and promote and attempt to sell another suitable product.
o Act as the first point of resolution for customer complaints and disputes. Escalate complaints in line with nib’s complaints handling process.
o Refer enquiries to the appropriate area or person.
o Engage in activities to retain customers.
o Arrange the dispatch of product information and documentation.
o Processing E5 buckets when required
o Process & update information
o Use various knowledge management tools such as In-site, brochures, etc in order to answer customer questions correctly
Retention
o Identify opportunities to retain business
Teamwork
o You will need to know the actions that you perform have an impact on those around you.
WHS responsibility
o Implement and comply with the nib WHS Management System.
o Take reasonable care for own health and safety as well as the safety of others at the place of work.
Compliance
o Meet obligations required for the compliance category of this position.
A BIT ABOUT YOU
Demonstrated experience in a customer service environment.
Motivated to deliver sales results and achieve Key Performance Indicator’s (KPI’s).
Dedication to excellence in customer service in a high pressure environment.
Willingness to learn and maintain new skills.
Ability to adapt to change in a busy environment
Commitment to work on a rotating roster from 8.30am to 8.30pm Monday to Friday, and out of normal business hours when required.
Flexible and positive work approach and attitude.
