Customer Service Representative

Description:

At Links Insurance Services, we look for the best and brightest talent to join our team of professionals. We are united by a common purpose: delivering exceptional service to our clients.

The Customer Service Representative is responsible for handling a variety of customer inquiries, resolving service concerns, and documenting customer requests.

Responsibilities:

• Resolve issues that do not require an agent’s license and refer others to the appropriate departments.
• Complete customer transactional requests as provided by the caller.
• Use probing questions and active listening to understand customer issues, demonstrating interest, compassion, and empathy.
• Accurately process changes to customer policies based on the information provided, and identify situations that require transfer to a licensed representative.
• Verify coverage for customers and provide proof of insurance documentation.
• Acknowledge and direct customer requests for additional products or services to the appropriate licensed representative.
• Ensure first-call resolution and customer satisfaction for all handled transactions.
• Manage requests related to customer documentation and clearly explain details, including any required follow-up actions on the customer’s part.

Requirements:

Qualifications:

• Prior contact center experience is a plus.
• Ability to communicate effectively in Hindi/Punjabi and English (required).
• Excellent listening/ communication skills
• Basic PC aptitude including proficiency in keyboard skills.

The above statements are intended to describe the general nature and level of work being performed by the incumbents of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of this position.