Job description
Start your career with Accenture, a global leader in technology, consulting, and operations. We are hiring a Customer Service Representative for Insurance at our Alabang site to deliver exceptional support to clients, brokers, and internal partners. In this role you will be the first point of contact for policy information, eligibility, coverage details, and claims assistance. You will respond with empathy, accuracy, and compliance with regulatory guidelines, helping customers understand their products and make informed decisions. This is a direct-hire, full-time position in a dynamic, diverse, and high-energy environment that values growth, teamwork, and continuous learning.
What we offer includes a comprehensive training program, competitive compensation, health benefits, paid time off, and opportunities for career progression within Accenture's Insurance practice. You will gain exposure to multiple insurance product lines, develop cross-functional skills, and work with a supportive team that emphasizes professional development, quality service, and customer satisfaction. This role is ideal for service-minded individuals who want to build a long-term career in the Philippines' thriving BPO industry.
As part of the team, you will be trained to handle inquiries via phone and chat, document interactions in our CRM, and maintain data accuracy. You will be measured against service level targets, quality scores, and customer satisfaction metrics, with ongoing coaching and feedback to help you grow.
Responsibility
- Provide frontline customer support to insurance clients via phone, email, or chat, delivering accurate information and courteous service.
- Explain policy terms, coverage options, premiums, deductibles, and claims processes; identify opportunities to upsell or cross-sell relevant products where appropriate and compliant.
- Process policy changes, endorsements, and enrollment tasks with high accuracy in the CRM system.
- Verify customer details, collect necessary information, and maintain data integrity while protecting sensitive information.
- Resolve inquiries and complaints with empathy, follow standard operating procedures, and escalate complex cases to supervisors as needed.
- Keep up-to-date with product knowledge, regulatory guidelines, and internal policies to ensure compliant customer interactions.
- Document all interactions in the CRM, track outstanding items, and follow up with customers to ensure resolution.
- Collaborate with team members and other departments to resolve issues and deliver exceptional customer experience.
Qualification
- Minimum high school diploma; college degree preferred.
- 6 months to 2 years of experience in customer service, insurance, or BPO.
- Excellent spoken and written English communication skills.
- Strong active listening, problem-solving, and conflict-resolution abilities.
- Proficiency with computers, CRM software, and data entry; comfortable with multitasking in a fast-paced environment.
- Detail-oriented with strong data accuracy and confidentiality awareness.
- Ability to work at the Alabang site; flexibility to work shifts as required by business needs.