Contact Center Specialist

Job Title: Customer Care Specialist SME

Division: Operations

Department: Operations Fulfillment - Account Services

Reports to (Position of Immediate Superior): Manager/Assistant Manager/Supervisor, Account Services-Concierge

Primary Job Responsibility

Responsible for the planning, organizing and control of the overall operations of the Contact Centers

I. Job Description

• Duties and Responsibilities done at PERIODIC or REGULAR Intervals
• Issues Letter of Authority after assessment of coverage, professionally explains non-coverage rationale to members
• Screens, assess and processes availment cases based on procedures and benefit applications guidelines.
• Ensures all transactions in the system are documented and filed accordingly
• Responds inquiries and complaints at first hand resolution (if possible) on customers’ feedback and issues raised
• Escalates complex availment cases based on set escalation procedures.
• Collaborates with team members to achieve the agreed Key Results Areas
• Complies to pre-advised shift schedule and ensures to support Operations 24/7.
• Secures overriding approval from the Customer Care Supervisor for LOAs beyond the Specialists’ authority limits include tagging of special approval
• Ensures operating costs reduction by property implementing use of office supplies/facilities including power, internet and phones
• Complies in delivering excellent customer service by providing resolution to their queries and issues.
• Can attend to all types of Inquiries and request of the client
• Can assign to different roles and task
• Duties and Responsibilities done at IRREGULAR or INTERMITTENT Intervals
• Reports any systems-related issues and Team concerns to expedite processing
• STANDARD RESPONSIBILITIES
  
  

✓ Strives to embody, commits to support and deliver the quality policy, objectives and initiatives of the organization;

✓ Communicates, engages, directs and supports people to contribute to the QMS effectiveness;

✓ Demonstrates commitment to customers by ensuring applicable statutory and regulatory requirements are determined, understood and consistently met;

✓ Abides by the QMS policies and procedures for the effective management and control of its processes; and

✓ Promotes and utilizes the Process Approach and Risk-based Thinking at work.

✓ Performs other RELATED functions that may be assigned BY THE IMMEDIATE SUPERIOR

II. JOB SPECIFICATIONS

• SKILLS
• EDUCATIONAL REQUIREMENT
  
  

MINIMUM educational level and background required by this POSITION: College Graduate of 4, 5 year-course, preferably:

Medical Allied Courses

• EXPERIENCE AND TRAINING
  
  

PERIOD OF TIME OR LENGTH of related experience the CANDIDATE must acquire before being assigned to and perform the functions of this job, SATISFACTORILY under NORMAL supervision: at least 6 months hospital experience is an advantage but may not be required

• SKILLS REQUIREMENT – TECHNICAL (For Tech and Business Support, Supervisory and Professional)
  
  

Skilled or specialized: proficiency is gained thru wide experience in a SPECIALIZED or TECHNICAL area

• RESPONSIBILITY
• ACCOUNTABILITY – ASSETS, CASH, EQUIPMENT
  
  

Value or worth of company assets (cash, checks, financial instruments, investments, tools, materials, machinery, equipment, and supplies) this POSITION is accountable for: Small below P500, 000

SPECIFY ASSETS, CASH AND EQUIPMENT DIRECTLY ACCOUNTED FOR: Head Set

• ACCOUNTABILITY – RECORDS AND DOCUMENTS
  
  

Level of CONFIDENTIALITY AND IMPORTANCE of the information, records, reports, and documents prepared, maintained, has access to, and handled by this POSITION Routinely, Low - Contents are of general nature; knowledge by others is NOT INIMICAL; disclosure may not have apparent effect on the company

RECORDS AND DOCUMENTS DIRECTLY ACCOUNTED FOR: Shared Documents

• NEED FOR SUPERVISION
  
  

EXTENT of work supervised or managed by the Immediate Superior, whether the job is limited or diversified;

quantify range of activities, VARIETY of tasks to be carried out, and the DIVERSITY of the problem to be solved

Follows established procedures generally; refer only unusual cases to superior

• PEOPLE MANAGEMENT
  
  

Number of subordinates this POSITION DIRECTLY supervise: None

• CONTACTS – INTERNAL AND EXTERNAL
  
  

EXTENT the work requires in making personal contacts inside and outside of the organization, level of importance of contacts; FREQUENCY they are made; LEVEL OR DEGREE they involve exchanging information, dealing with people, exerting influence, persuading them to take action, etc. Broad, Significant