上海招聘

Answer the calls from the customers or providers, respond accurately within the time commitment given to enquiries regarding plan design, eligibility, claims status and perform necessary action as required, with first call resolution where possible.

Monitor turnaround times to ensure the inquiry emails are replied within required time scales, highlighting when this is not achievable.

Has very strong ability at complaint handling and negotiations of termination policy. Make monthly report of complaint analysis.

Interface effectively with internal and external customers to resolve customer issues.

Actively support all team members and provide resource to enable all operational goals to be achieved.

Meet or exceed Service level agreement requirements. Minimally set at a 5% abandon ratio for in-bound calls or in accordance with client specific requirements. This number will be reviewed periodically and can be increased or decreased based on business need.

Quality standards for both call and email will be developed, communicated and meeting them will be part of the production requirement.

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