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    Customer Service Supervisor 1 - Taguig, Manila, Pilipinas - Willis Towers Watson

    Willis Towers Watson
    Willis Towers Watson Taguig, Manila, Pilipinas

    1 araw ang nakalipas

    Willis Towers Watson background
    Buong oras Accounting /Pananalapi
    Paglalarawan

    The Role

    • Provide role model leadership for Customer Service Representatives
    • Ensure schedules are communicated and performed accordingly by CSRs
    • Ensure established practices and work processes, tools and methodologies are being utilized
    • Coordinate staffing with various Service Center Managers
    • Assist in training and developing associates in the Customer Service Center
    • Foster teamwork, positive morale, and open communication
    • Handle client escalations as directed/needed
    • Handle participant interactions as necessary during periods of high call volume
    • Perform customer service support and meet clients day-to-day administrative needs with respect to benefit plans
    • Provide technical support and assist customers in using web-based, employee self-service tools, and be able to troubleshoot basic technical support issues for CSRs
    • Respond professionally to customer inquiries/complaints received via phone, e-mail or chat and ensure that appropriate action is taken, including follow up
    • Research participant questions and plan issues
    • Maintain complete and accurate call and case notes
    • Work closely with other customer service representatives and client representatives
    • Complete special projects as needed
    • Communicate on a proactive basis
    • Participate in team meetings and training and may participate in client status meetings
    • Read and understand the client s plan documents, amendments and online knowledge base tools, etc.
    • Participate in development of knowledge base tools and client implementation
    • Monitor staff and call management system queues/metrics to consistently m eet Service Center performance metrics and quality goals
    • Work with Client leadership to ensure client cases assigned by CSRs are handled in a timely fashion
    • Provide back-up coverage for Client leadership through direct support or coordination of coverage with the client team
    • Perform other duties as assigned

    The Requirements

    • 3 + years in customer service setting with management/leadership experience health and benefits or pension experience required
    • Associates or Bachelor s a plus
    • Experience working in a global company/ matrixed environment
    • Strong interpersonal skills
    • Demonstrate strong written and verbal communication and time management skills
    • Ability and desire to encourage professional development of associates
    • Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems the ability to use several at the same time
    • Strong attention to detail and excellent organizational skills
    • Ability to communicate policies and procedures and ensure compliance
    • Ability to work a flexible work schedule and be punctual to work
    • Ability to successfully work in a team environment

    WTW is an Equal Opportunity Employer

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