Benefits Customer Service Specialist
Job Summary
We are looking for a compassionate and detail-oriented Customer Service Specialist to join our team. In this role, you will support members by providing accurate information on health, welfare, and pension benefits while delivering excellent customer service across multiple channels. You will be responsible for handling customer inquiries, maintaining documentation, and ensuring compliance with data privacy regulations.
Responsibilities
- Manage customer inquiries via phone, email, and chat.
- Explain complex health, welfare, and pension benefits.
- Maintain accurate records and case documentation.
- Ensure compliance with HIPAA and data privacy standards.
Required Skills
- Excellent English communication skills.
- 1–3 years of inbound customer service experience.
- Proficiency in Microsoft Office and multi-system navigation.
- Strong analytical and problem-solving abilities.
Job Details
Responsibilities:
- Build rapport with customers and respond promptly with professionalism, empathy, and accuracy via phone, email, and chat.
- Customize communication style based on customer needs while maintaining composure during challenging interactions.
- Handle confidential information in compliance with HIPAA and data privacy regulations.
- Simplify complex health, welfare, and pension plan details into clear, easy-to-understand explanations.
- Review plan documents and internal knowledge tools to address inquiries and anticipate customer needs.
- Ensure adherence to company policies and provide accurate, up-to-date information.
- Maintain detailed and accurate documentation of customer interactions and case notes.
- Participate in team meetings, trainings, and continuous learning sessions.
- Provide consistent support to customers throughout the day.
- Perform other duties as assigned.
Qualifications:
- Excellent English communication skills (verbal and written).
- At least 1–3 years of experience in an inbound customer service environment.
- Strong computer skills with the ability to navigate multiple systems simultaneously.
- Strong analytical and problem-solving skills.
- Ability to work in a structured, process-driven environment.
- High attention to detail with strong multitasking and organizational skills.
- Proficient in Microsoft Office and handling multiple screens/tools while assisting customers.
- Ability to work independently in a fast-paced, team-oriented environment.
- Strong listening skills and ability to follow instructions.
- Reliable attendance and punctuality.
- Experience working in a global or matrixed organization is an advantage.
- Open to contract-based or project-based employment, subject to extension based on business requirements.
- Willing to work onsite in Taguig.