Job description
Kickstart your career with Accenture, a global leader in consulting, technology services, and outsourcing. We are seeking a Customer Service Representative to support Insurance clients, with an open mindset toward candidates with healthcare CSR backgrounds. This on-site role is based in Alabang, Metro Manila, offering competitive compensation and a clear path for growth within a multinational team.
In this role you will be the first point of contact for policyholders and healthcare customers, delivering trusted support with a focus on accuracy, empathy, and timely resolution. You will guide customers through policy details, claims information, billing questions, and coverage options, translating complex terms into clear and actionable guidance. You will collaborate with cross-functional teams while upholding rigorous data privacy and regulatory standards to ensure compliant service delivery.
We value proactive problem solvers who communicate clearly and demonstrate reliability and a customer-first mindset. If you thrive in a fast-paced environment, enjoy helping people, and want to grow with a global brand, this is a great next step in your career with Accenture.
Responsibility
- Respond to customer inquiries via phone, email, and chat with professionalism and courtesy, ensuring a positive experience.
- Explain insurance policy details, coverage options, premiums, deductibles, and benefits; guide customers through the claims process and status checks.
- Verify customer information, update CRM records, and ensure accurate case documentation for compliance.
- Resolve routine inquiries at first contact; escalate complex cases to the appropriate teams and track resolutions until closure.
- Meet and aim to exceed performance targets including CSAT, first contact resolution, and efficient handling time.
- Collaborate with Claims, Billing, Sales, and Compliance teams to deliver seamless service while protecting data privacy and confidentiality.
- Maintain up-to-date knowledge of products and regulatory requirements; participate in ongoing training and certifications to improve skills.
Qualification
- High school diploma or bachelor's degree; relevant certifications are a plus.
- 1-2 years of customer service experience, preferably in insurance or healthcare CSR.
- Excellent verbal and written communication in English with a professional phone presence.
- Proficiency using CRM software, ticketing systems, and Microsoft Office; strong data entry accuracy.
- Strong problem solving and analytical skills with the ability to resolve issues effectively.
- Willingness to work in shifts and on-site in Alabang; team player with a positive attitude.
- Knowledge of healthcare or insurance processes is a plus; ability to adapt to changing policies and procedures.