For one of our clients in the insurance industry, we are seeking an Administrative Officer (Call Center)
As an Administrative Officer at our client's Call Center, you will be responsible for handling incoming phone calls and all digital requests from customers (individual clients, commercial clients, and brokers). In addition, the Administrative Officer will also be responsible for executing administrative activities, such as those related to the policy or claims administration, and answering customer questions related to the assigned administration.
Tasks:
- Handle inbound and outbound calls, according to company directives, explore customer needs, and register relevant information
- Answer standard customer questions, in line with protocols
- Dispatch nonstandard questions to the relevant departments (Sales, Operations, Finance, Collections) monitor the progress and take actions if necessary
- Collect, register, and handle complaints and problems of customers and dispatch them to appropriate internal parties if needed and monitor the progress
- Identify common inquiries, customer feedback, and complaints and register possibilities for improvement
- Generate leads from incoming calls
- Process standard applications for, changes to, reinstatement of, and cancellation of insurance policies and verify the accuracy of insurance records
- Prepare standard reports from information in the assigned administration, according to stated schedules or upon request and in line with the format
Requirements
- Vocational level of thinking (MBO)
- At least 3 years of experience in a similar function
- Strong communication skills, written and verbal
- Positive, energetic, patient, and empathetic attitude
- Strong time management and organizational skills
- Flexible break hours
- Familiarity with complex or multi-line phone systems
- Proficient computer knowledge, including all aspects of MS Office