Description

Summary:

Apart from achieving the service targets, manage the best-in-class customer servicing team to support the members in both benefit enquiry stage and pre-claim journey.

List of Duties:

• Handle enquiries through phone/live chat and provide extra-ordinary service to our customers in a professional and timely manner

• Make appropriate recommendations to meet customers' expectation

• Collaborate with Managers and allocate adequate resources and support to achieve the service target, including both service quality and service level.

• Prepare on the rostering to ensure effective resource allocation throughout the month.

• Provide guidance and support to facilitate team members in service delivery and daily operations, resolve complex member enquiries and handle complaints escalated from team members.

Professional experience:

• With 3+ years of Customer Service experience in insurance or financial industry.
Good knowledge of healthcare and medical insurance product

• Good communication skills and professional telephone manner

• Strong sense of responsibility with high level of integrity and trust

• Strong analytical, presentation and problem-solving capability

• Proven strong collaboration skill with internal department

About Cognizant:

Cognizant (Nasdaq: CTSH) engineers' modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.