XTN-035E404 | CUSTOMER SERVICE REPRESENTATIVE

Role Summary

In this frontline role, you will represent the brand by managing high-quality interactions across all communication channels. The focus is on appointment setting proficiency and emotional intelligence. By navigating internal platforms efficiently, you will serve as a trusted appointment setter to our customers, ensuring every appointment is both precise and professional.

Key Responsibilities

• Omnichannel Interaction: Manage and resolve customer concerns through various platforms (Phone, Live Chat, Email, and Social Media Messaging) with high accuracy.
• Data Management: Accurately document all customer interactions in the CRM (Customer Relationship Management) system, ensuring data integrity and clear "case notes" for future reference.
• Technical Troubleshooting: Assist customers with basic to intermediate technical issues related to insurance and any other concern of the client.
• Continuous Learning: Participate in regular training huddles and coaching sessions to stay updated on product changes and communication techniques.
• Proficient in Microsoft Office, Sharepoint, and the use of AI tools.

Key Competencies

• Communication Skills: Exceptional verbal and written English proficiency with an emphasis on clarity and neutral accent/grammar.
• Active Listening & Empathy: The ability to "read between the lines" to understand a customer's frustration and respond with genuine care.
• Multi-Tasking: Comfortably navigating 3–5 different software windows (CRM, Knowledge Base, Internal Chat) while simultaneously speaking with a customer.
• Critical Thinking: Moving beyond the "script" to find logical solutions to unique customer problems.
• Adaptability: The ability to remain calm and professional under pressure or when dealing with irate customers.

Qualifications

• Educational Background: Bachelor's degree holder.
• Experience: Previous BPO experience is a significant advantage. However, entry level applicants with great potential and desire to learn and excel are welcome.
• Technical Skills: Microsoft Office, CRM system, basic AI tools
• Availability: Must be willing to work in the Night Shift (EST Hours), with some overtime when required.
• Location Requirements: Onsite

Role Summary

In this frontline role, you will represent the brand by managing high-quality interactions across all communication channels. The focus is on appointment setting proficiency and emotional intelligence. By navigating internal platforms efficiently, you will serve as a trusted appointment setter to our customers, ensuring every appointment is both precise and professional.

Key Responsibilities

• Omnichannel Interaction: Manage and resolve customer concerns through various platforms (Phone, Live Chat, Email, and Social Media Messaging) with high accuracy.
• Data Management: Accurately document all customer interactions in the CRM (Customer Relationship Management) system, ensuring data integrity and clear "case notes" for future reference.
• Technical Troubleshooting: Assist customers with basic to intermediate technical issues related to insurance and any other concern of the client.
• Continuous Learning: Participate in regular training huddles and coaching sessions to stay updated on product changes and communication techniques.
• Proficient in Microsoft Office, Sharepoint, and the use of AI tools.

Key Competencies

• Communication Skills: Exceptional verbal and written English proficiency with an emphasis on clarity and neutral accent/grammar.
• Active Listening & Empathy: The ability to "read between the lines" to understand a customer's frustration and respond with genuine care.
• Multi-Tasking: Comfortably navigating 3–5 different software windows (CRM, Knowledge Base, Internal Chat) while simultaneously speaking with a customer.
• Critical Thinking: Moving beyond the "script" to find logical solutions to unique customer problems.
• Adaptability: The ability to remain calm and professional under pressure or when dealing with irate customers.

Qualifications

• Educational Background: Bachelor's degree holder.
• Experience: Previous BPO experience is a significant advantage. However, entry level applicants with great potential and desire to learn and excel are welcome.
• Technical Skills: Microsoft Office, CRM system, basic AI tools
• Availability: Must be willing to work in the Night Shift (EST Hours), with some overtime when required.
• Location Requirements: Onsite

Role Summary

In this frontline role, you will represent the brand by managing high-quality interactions across all communication channels. The focus is on appointment setting proficiency and emotional intelligence. By navigating internal platforms efficiently, you will serve as a trusted appointment setter to our customers, ensuring every appointment is both precise and professional.

Key Responsibilities

• Omnichannel Interaction: Manage and resolve customer concerns through various platforms (Phone, Live Chat, Email, and Social Media Messaging) with high accuracy.
• Data Management: Accurately document all customer interactions in the CRM (Customer Relationship Management) system, ensuring data integrity and clear "case notes" for future reference.
• Technical Troubleshooting: Assist customers with basic to intermediate technical issues related to insurance and any other concern of the client.
• Continuous Learning: Participate in regular training huddles and coaching sessions to stay updated on product changes and communication techniques.
• Proficient in Microsoft Office, Sharepoint, and the use of AI tools.

Key Competencies

• Communication Skills: Exceptional verbal and written English proficiency with an emphasis on clarity and neutral accent/grammar.
• Active Listening & Empathy: The ability to "read between the lines" to understand a customer's frustration and respond with genuine care.
• Multi-Tasking: Comfortably navigating 3–5 different software windows (CRM, Knowledge Base, Internal Chat) while simultaneously speaking with a customer.
• Critical Thinking: Moving beyond the "script" to find logical solutions to unique customer problems.
• Adaptability: The ability to remain calm and professional under pressure or when dealing with irate customers.

Qualifications

• Educational Background: Bachelor's degree holder.
• Experience: Previous BPO experience is a significant advantage. However, entry level applicants with great potential and desire to learn and excel are welcome.
• Technical Skills: Microsoft Office, CRM system, basic AI tools
• Availability: Must be willing to work in the Night Shift (EST Hours), with some overtime when required.
• Location Requirements: Onsite

Role Summary

In this frontline role, you will represent the brand by managing high-quality interactions across all communication channels. The focus is on appointment setting proficiency and emotional intelligence. By navigating internal platforms efficiently, you will serve as a trusted appointment setter to our customers, ensuring every appointment is both precise and professional.

Key Responsibilities

• Omnichannel Interaction: Manage and resolve customer concerns through various platforms (Phone, Live Chat, Email, and Social Media Messaging) with high accuracy.
• Data Management: Accurately document all customer interactions in the CRM (Customer Relationship Management) system, ensuring data integrity and clear "case notes" for future reference.
• Technical Troubleshooting: Assist customers with basic to intermediate technical issues related to insurance and any other concern of the client.
• Continuous Learning: Participate in regular training huddles and coaching sessions to stay updated on product changes and communication techniques.
• Proficient in Microsoft Office, Sharepoint, and the use of AI tools.

Key Competencies

• Communication Skills: Exceptional verbal and written English proficiency with an emphasis on clarity and neutral accent/grammar.
• Active Listening & Empathy: The ability to "read between the lines" to understand a customer's frustration and respond with genuine care.
• Multi-Tasking: Comfortably navigating 3–5 different software windows (CRM, Knowledge Base, Internal Chat) while simultaneously speaking with a customer.
• Critical Thinking: Moving beyond the "script" to find logical solutions to unique customer problems.
• Adaptability: The ability to remain calm and professional under pressure or when dealing with irate customers.

Qualifications

• Educational Background: Bachelor's degree holder.
• Experience: Previous BPO experience is a significant advantage. However, entry level applicants with great potential and desire to learn and excel are welcome.
• Technical Skills: Microsoft Office, CRM system, basic AI tools
• Availability: Must be willing to work in the Night Shift (EST Hours), with some overtime when required.
• Location Requirements: Onsite

Role Summary

In this frontline role, you will represent the brand by managing high-quality interactions across all communication channels. The focus is on appointment setting proficiency and emotional intelligence. By navigating internal platforms efficiently, you will serve as a trusted appointment setter to our customers, ensuring every appointment is both precise and professional.

Key Responsibilities

• Omnichannel Interaction: Manage and resolve customer concerns through various platforms (Phone, Live Chat, Email, and Social Media Messaging) with high accuracy.
• Data Management: Accurately document all customer interactions in the CRM (Customer Relationship Management) system, ensuring data integrity and clear "case notes" for future reference.
• Technical Troubleshooting: Assist customers with basic to intermediate technical issues related to insurance and any other concern of the client.
• Continuous Learning: Participate in regular training huddles and coaching sessions to stay updated on product changes and communication techniques.
• Proficient in Microsoft Office, Sharepoint, and the use of AI tools.

Key Competencies

• Communication Skills: Exceptional verbal and written English proficiency with an emphasis on clarity and neutral accent/grammar.
• Active Listening & Empathy: The ability to "read between the lines" to understand a customer's frustration and respond with genuine care.
• Multi-Tasking: Comfortably navigating 3–5 different software windows (CRM, Knowledge Base, Internal Chat) while simultaneously speaking with a customer.
• Critical Thinking: Moving beyond the "script" to find logical solutions to unique customer problems.
• Adaptability: The ability to remain calm and professional under pressure or when dealing with irate customers.

Qualifications

• Educational Background: Bachelor's degree holder.
• Experience: Previous BPO experience is a significant advantage. However, entry level applicants with great potential and desire to learn and excel are welcome.
• Technical Skills: Microsoft Office, CRM system, basic AI tools
• Availability: Must be willing to work in the Night Shift (EST Hours), with some overtime when required.
• Location Requirements: Onsite