Ensure that calls/emails are handled as per standard and defined procedures.
Ensure that the quality of customer / Service provider interactions is compliant with pre-defined parameters.
Maintain a \xe2\x80\x98one-call resolution\xe2\x80\x99 mindset. This includes the ability to identify when a process is \xe2\x80\x98out of scope\xe2\x80\x99 and needs transferring, following the right process of transferring the case to the concerned department.
Focus on interaction through active listening, accurate and efficient need identification, clear and effective communication as per the case.
Effective negotiation skills with service providers to secure service for the customers.
Comply with company policies and procedures.
Strong, clear, coherent, and comprehendible English speech and writing, including sentence construction, grammar, and pronunciation.
Ability to understand and comprehend the caller.
Effective questioning/probing skills, including the use of open and closed questions to obtain the right .
Effective negotiation skills with service providers to secure service for the customers.
information from the customer, claimant and third parties.
Adjust tone, pace and language to better support and understand the customer and third parties.
Communicate with next level of support in a constructive manner to achieve great outcomes.