Digital Advisor

• Receive emails and live chats through digital messaging 
• Provide accurate and timely responses to customer requests in a timely manner  
• Perform record searches based on customer requests in a timely manner, and within 
• stipulated time frames  
• Perform functions within stipulated Key Performance Indicators  
• Manage and resolve customer complaints  
• Identify and escalate priority issues  
• Route calls to the appropriate resource, when necessary  
• Document  all information on customer interaction according to standard operating procedures  
• Always strive for great customer satisfaction and experience  
• Ensure that all emails and chats are handled professionally based on the Quality Guidelines 
• established by the Company and our Client  
• Ensure consistency of performance in handling of customer interactions  
• Participate in all internal and external mandated training and/or seminars or certifications 
• Maintain knowledge of functional areas and company policies and procedures  
• Provide feedback to management concerning possible problems or areas of improvement 
• Perform other duties as assigned by management  

 
 Minimum Qualifications

• At least high school graduate or equivalent 
• Above average English communication skills 
• Must have at least 6 months of chat experience 
• Must be willing to work onsite in our office in Global One, Eastwood - no WFH Option 
• Must be willing to work on shifting schedules, holidays, and weekends -Critical working days 
• Must have solid customer service experience – preferably in a healthcare account 
• High level of attention to detail expected