Digital Advisor

Job Description

Duties & Responsibilities

• Receive emails and live chats through digital messaging
• Provide accurate and timely responses to customer requests in a timely manner
• Perform record searches based on customer requests in a timely manner, and within
• stipulated time frames
• Perform functions within stipulated Key Performance Indicators
• Manage and resolve customer complaints
• Identify and escalate priority issues
• Route calls to the appropriate resource, when necessary
• Document all information on customer interaction according to standard operating procedures
• Always strive for great customer satisfaction and experience
• Ensure that all emails and chats are handled professionally based on the Quality Guidelines
• established by the Company and our Client
• Ensure consistency of performance in handling of customer interactions
• Participate in all internal and external mandated training and/or seminars or certifications
• Maintain knowledge of functional areas and company policies and procedures
• Provide feedback to management concerning possible problems or areas of improvement
• Perform other duties as assigned by management
  
  

• At least high school graduate or equivalent
• Above average English communication skills
• Must have at least 6 months of chat experience
• Must be willing to work onsite in our office in Global One, Eastwood - no WFH Option
• Must be willing to work on shifting schedules, holidays, and weekends -Critical working days
• Must have solid customer service experience – preferably in a healthcare account
• High level of attention to detail expected