Customer Service Assistant

DUTIES AND RESPONSIBILITIES

1. Customer Assistance and Frontline Support

• Handles customer and agent inquiries, concerns, complaints, and follow-ups through walk-in transactions, phone calls, email, and other approved service channels.
• Provides accurate information on insurance policies, loans, claims, maturities, withdrawals, dividends, and other customer service–related transactions.
• Ensures courteous, professional, and timely assistance in line with Customer Experience service standards.

2. Help Desk and Connex Ticket Handling

• Creates, logs, and updates Help Desk tickets in the Connex ticketing system for all customer concerns and service requests received at the head office or branch level.
• Ensures accurate ticket encoding, including proper issue classification, completeness of customer information, and clear documentation of actions taken.
• Monitors assigned tickets and coordinates with concerned internal departments to facilitate timely resolution and closure in accordance with prescribed turnaround times (TAT).

3. Policy, Loan, and Application Processing Support

• Checks completeness and initial compliance of customer documents for policy loans, cash surrender value (CSV), maturity benefits, withdrawal of dividends, and other servicing requests.
• Receives and screens salary loan, life insurance, and group insurance applications and forwards complete requirements to the appropriate Head Office units for processing.
• Coordinates with internal departments for follow-ups on pending applications, requirements, and approvals.

4. Branch and Roving BSA Support (As Assigned)

• Acts as a Roving Branch Service Assistant or reliever, providing on-site support to branches when required.
• Performs basic cashiering functions, including issuance of official receipts/service invoices, custody of petty cash funds, and deposit of collections in accordance with company guidelines.
• Ensures continuity of customer service operations at the branch level during staffing gaps or peak service periods.

5. Documentation, Records, and Compliance

• Maintains accurate records of customer transactions, service requests, tickets, and related documentation for reference, audit, and reporting purposes.
• Ensures compliance with company policies, data privacy requirements, and regulatory standards in handling customer information and documents.
• Updates and monitors logbooks, tracking sheets, and service records as required by the department.

6. Coordination and Reporting

• Coordinates closely with the Assistant Manager – Customer Experience and other concerned units for ticket escalations, service recovery actions, and resolution of complex customer concerns.
• Provides necessary service data, updates, and inputs for operational monitoring and management reporting.

7. Other Responsibilities

• Performs other duties and special assignments related to Customer Experience and Help Desk operations as may be assigned by the immediate supervisor or Department Head from time to time.

Benefits:

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Promotion to permanent employee

Ability to commute/relocate:

• Makati: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you a 4-year college course graduate?
• What is your expected monthly salary?
• When is your earliest availability to start?

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person