VA#5309

Call handling for Outbound/inbound calls (Called carriers and policy holders) Act as the point of contact for any applicants/policyholder's inquiries Recording 95% of calls. Real time update of task ongoing or task completed Updated Masterfile and Tracker Send emails and text to recruits/responded to text messages Calendar management Manage and data scraping on client's carrier portal Job posting and screen applicants resume Data entry Attend client meetings/training CRM Management Manage carrier portals Sending card or other goodies request by the client Assists prospective agents in their licensing and on boarding agents for contracting with carriers. Following the deadline for completion of any tasks advised by the management. Readiness in tools making sure all are up and running. Performs other related duties as assigned

Respond promptly to customer emails and queries with accurate information. Provide solutions to customer problems, concerns, or complaints in a professional manner. Assist with product or service inquiries, including providing details, troubleshooting, or guidance. Investigate customer complaints or issues to provide resolutions. Coordinate with other departments (technical support, sales, billing, etc.) to resolve customer Follow up to ensure customer concerns are fully resolved and documented. Maintain and update customer records and interaction details in the company's system. Document common customer issues and resolutions to contribute to a knowledge base. Handle difficult or irate customers tactfully and professionally. Adhere to company policies, procedures, and quality standards in every interaction. Maintain confidentiality and data security while handling sensitive customer information. Manage multiple email threads efficiently, meeting response time goals. Prioritize urgent issues and escalate when necessary to ensure timely resolution. Identify recurring issues and suggest improvements in processes or FAQs. Stay updated on product/service changes, company policies, and tools. Meet or exceed performance metrics such as response time, resolution time, and customer satisfaction scores. Provide feedback to improve team and individual performance Perform other duties required

Conduct outbound calls to potential leads. Provide exceptional customer service skills by answering questions regarding programs offered. Schedule calls to potential leads. Transfer prospects to the appropriate department. Encourage potential leads to avail of services and to be transferred to the appropriate consultant/advisors. Build an effective relationship between employee and clientely. Proactively escalate any issues that would afftect employee and customer. Maintain Quality and assurance scores that meets and exceeds department's KPI on a monthly basis.

Provide excellent customer service experience to our passengers by answering general question regarding air travel and hotel accommodation. Review guests air itinerary and run quality control check to meet clients' satisfaction and to prohibit any inconvenience prior to ticket issuance. Responsible in booking flights and arranging hotel accommodation according to the passengers' flight preference and budget. Advocate clients to book flights with our company to meet target sales and profits. Make outbound calls to follow up with guests and to collect payment via E-check and credit card. Build an effective relationship between members and clientele. Proactively escalate any issues that would affect the customer experience. Maintain a Quality & Assurance score that meets and exceeds department KPI for each period on a monthly basis. Perform other task and duties required.