Customer Success Representative

We are looking for dedicated Full-Time Customer Success Representative to join our team. This role requires working from 9:00 AM to 6:00 PM Pacific Time.

Overview: As a Customer Success Representative, you will play a vital role in assisting our insurance clients by handling inquiries, policy updates, billing concerns, claims, and renewals. Your goal is to deliver top-tier customer service while efficiently addressing and resolving issues. The ideal candidate is detail-oriented, customer-focused, and knowledgeable about insurance. You will work in a fast-paced environment, collaborating with internal teams to ensure a seamless client experience while maintaining compliance with industry regulations and company policies.

Key Responsibilities:
Customer inquiries: Respond professionally and promptly to customer inquiries via phone, email, and chat.
Policy changes: Assist clients with policy modifications, including adding, removing, or updating coverage and policy terms.
Billing issues: Help customers understand billing statements, payment schedules, and resolve payment-related concerns.
Claims: Guide policyholders through the claims process, ensuring a smooth and supportive experience.
Policy renewals: Review and process renewal applications, create documentation for renewals, manage renewal deals on the CRM, verifying accuracy and eligibility.
Customer records: Maintain precise documentation of customer interactions, policy changes, claims, and transactions in CRM systems, Google Drive (storage), as well as PDFFiller (esignature tool).
Service problems: Identify and resolve policy-related discrepancies, escalating complex issues when necessary. This includes but is not limited to COI requests, billing issues, endorsement updates.
Customer requests: Document and track all policy-related inquiries to ensure timely follow-ups.
Policy adjustments: Finalize updates and modifications to customer policies as needed.
Compliance & confidentiality: Ensure adherence to insurance regulations, company policies, and strict confidentiality of customer information. Never save any type of client personally identifiable information nor payment information anywhere.
Proactive assistance: Anticipate customer needs, providing helpful solutions and ensuring follow-ups on outstanding issues, claims, and renewals.
Urgent support: Assist customers with urgent insurance-related matters and escalate cases to the appropriate department when necessary.
Industry knowledge: Stay up to date with insurance products, policy changes, and industry regulations to provide accurate information.

REQUIREMENTS:
- Laptop / PC (I5 core processor / 8GB RAM) – there must be no laptop/equipment issues
- Noise-cancellation headphones
- Internet at least 50mbps
- Comfortable working in a remote environment with minimal supervision.
- Ideally, have backup internet and power (UPS or generator)

PAY AND BENEFITS:
- 40,000 PHP Base Salary Monthly
- 3 Days Paid Time Off after 6 months
- End of Year BONUS (eligible for employees who have worked for at least 1 year in the company)
- We are looking for people who want to grow in our company and work here for a long time

Paid Holidays:
1. New Year's Day
2. Day of Valor
3. Good Friday
4. Labour Day
5. All Saints Day
6. All Souls Day
7. Bonifacio Day
8. Christmas Day
9. Rizal Day
10. Birthday OFF!

In addition, we also offer spontaneous paid days off when the team achieves specific lead generation or productivity milestones.

To apply, send your UPDATED RESUME and at least a 1-2-minute audio recording of your self-introduction, experience, and why you want this job.

Please include a screenshot of your TYPING TEST and SPEED TEST.
Use ---------- / to record and share a link!
We are looking forward to working with you.