Job Description

Job Description

Duration:6 Months+

Roles & Responsibilities

• Maximize customer satisfaction by providing prompt actions to customer’s need and obtain quality photos/data to determine root cause of claim to defend or accommodate customer’s claim
• Provide efficient solutions to customer-facing agents by developing and operating guide and contents
• Use various tools/dashboard/systems to quantify the agent’s performance of customer care and develop appropriate actions to improve performance and quality
• Spanish speaking agent recommended but not a requirement.
• [Customer Experience Management] Analyze end-to-end processes that customers experience and participate in providing suitable resolutions accordingly and in controlled & monitored turnaround time for each action of customer claim process
• [Quality Management] Monitor and review customer calls/tickets for customer care quality control, carry out activities to secure quality competitiveness of our company and customers
• Maintains and improves operational quality by monitoring system performance; identifying and resolving problems; preparing and completing action plans.

Qualifications & Experience

• College Graduate
• 3~5 Years in customer experience
• Case management for MX/CE claims
• CE Tender management
• Pending Management (KPI, LTP)
• Case Tracker Management for special issue
• CPSC claim management (Customer care/tracker) (CE)
• Monitoring FCCM report quality (ACQ/OS Reports)
• Special Projects
• Customer Care Resolution
• EnR Submission/Management
• Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed

Skills

Customer Care Experience (Call Center)

Claims Management Experience

Insurance Claims or Adjuster background beneficial

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Recruiter Details:

Name: P Praveen Chary

Email: praveenc@ustechsolutions.com

Internal Id: 25-54476

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