Customer Support Representative – 2 years fixed-term contract

The scope of the role:

Actively participates in all Call Center activities and campaigns concerning Welcome calls, customer data verification, sale quality and prevention of policy losses. Ensures post-sale service to customers. Provides efficient and timely resolution of customer inquiries. Daily communicates with internal and external customers when dealing with issues. Provides within the agreed timeline feedback and reports to his/her direct manager. Services APLs, due payments, etc.

Key responsibilities:

• To provide Welcome calls for new issued policies;
• To support the premium collection process through successful calls to clients with delayed payments;
• To collect agents/ managers feedback and follow up on actual payments;
• To service on the phone orphan policies and policies of clients of brokers and partners;
• To call all policies with activated APLs after EOM with the objective to ensure clients are aware of the function and to identify needs for additional service;
• To participate in reinstatement and check of quality-of-service campaigns;
• To handle incoming calls from clients. Timely and effectively answer questions;
• To provide feedback to Management;
• To keep track on communication held on all cases sent to Agency and provide feedback to Agency Managers/HO regarding developments or pending cases;
• To identify repetitive patterns or concentration of bad sales and report them properly to increase the quality of sale;
• To prepare weekly and monthly reports on all activities;
• Ensure effective risk management is taken into account in all day to day activities, in accordance with Mеetlife risk policies, and escalate any areas of concern to line manager and where appropriate Risk Management function.

In order to be a good fit, you’ll have to bring to the table:

• Minimum of bachelor’s degree in economics or humanities;
• At least 1 year experience at customer service;
• Good working level of English – writing and speaking;
• Demonstrated writing ability - experience in correspondence is desired;
• Good understanding of office automation – excellent skills in Word and Excel and user of general office technology;
• Excellent communication skills;
• Very well organized, ability to prioritize and keep the set deadlines;
• Strong ability to work in a team.