Location: Eastwood Libis, Quezon City (Hybrid, 3 days RTO)Schedule: Permanent Nightshift IntroductionProcess Delivery Specialist has process knowledge and experience across the business processes supported for their clients; understands a client's strategy, priorities, and operations in the context of daily operational activities. This role is required to conduct daily process transactions, develop and implement process and operational improvements to meet client and requirements. These professionals require skills in business operations, process management and compliance and an understanding of the process best practices and tools to execute their client's core business processes. Uses judgment in choosing task-routine.Your Role and ResponsibilitiesResponsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.You should have a friendly and professional demeanor, good communication skills, and the ability to stay calm under pressure.Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customersConducts research through maximizing all available resources and provides the necessary information in response to queries from callersProvides resolutions to caller problems and issues including researching and exploring alternative solutionsCreates promised solutions or after call work and escalates unresolved issues outside of his/her scopeAccepts payment and initiates disbursement requests over the phoneNavigates through a computerized data entry system or other relevant applicationsManages documentation of all call information according to standard operating proceduresProcess callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments receivedUndertakes all compliance and regulatory training in line with company requirementsAccountable in keeping up with process related learnings/training and meet performance standards set by the businessCompletes customer's transactional requests as provided by caller.Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situationDemonstrates accuracy in processing changes to customer policies based on the information providedActively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situation.Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer's part.Required Technical and Professional ExpertiseCollege graduate, fresh graduates AND experienced professionals are acceptedExcellent written and verbal communication and interpersonal skills.Knowledge in MS Office applicationsStrong customer focus and adaptability to different personality typesAble to work in multi-shift environment, including holidaysAble to multi-task, set priorities and manage time effectivelyPROFESSIONALISMDemonstrate initiative and responsibility for actionsWork independently while maintaining an effective team member mentalityMaintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training – no exceptionsLANGUAGE/COMMUNICATION REQUIREMENTSAbility to read and interpret work-related documentsAbility to respond to routine correspondenceAbility to listen, speak, and interact effectively with all customers and co-workers, adapting communication for optimal understandingExcellent verbal communication skills required; ability to practice professional telephone etiquette and techniques on all calls