Customer Service Representative (Pet Insurance)

Fair Trade Outsourcing Ph Inc.

Who we are:

Fair Trade Outsourcing™ (FTO) is a fast-growing BPO company and fair trade outsourcing center that provides impact sourcing work for companies worldwide.

Our main office is in Philadelphia, Pennsylvania with a global network of delivery centers in the Philippines, Mexico, and Ghana.

In the Philippines, we already have four centers with more than a hundred employees in each site.

Mission

We are a Fair Trade Outsourcing Center Company that delivers superior results for clients by valuing our agents, ensuring their safety, and improving their economic welfare.

Vision

We seek to reduce global poverty and economic insecurity by creating sustainable middle-class employment, eventually growing a new generation of capital owners from wage earners.

Responsibilities:

Respond to 70-90 phone calls per day, providing exceptional customer service in every interaction
Answer customer emails promptly, addressing their inquiries and concerns professionally
Assist other departments with policy procedures and adjustments
Help Pet Parents understand coverage and options, review claims, and maintain and adjust new and existing policies
Collaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resources
Handle emotionally challenging, intense, and stressful situations with grace and resilience
Being a member of the Contact Center means responding to 70-90 phones calls per day, answering Pet Parent emails, assisting other departments with policy procedures and adjustments, helping Pet Parents understand coverage and options, reviewing claims, maintaining, and adjusting new and existing policies while providing a memorable customer experience.

The Contact Center position is a demanding and important role, and, as with any job, there are tough calls and days. Our ideal candidate will be able to handle themselves with grace and the understanding that customer service is an extremely rewarding position. As cast members at Disney are taught, you must keep personal feelings “backstage” and bring your best forward.

Knowledge, skills & abilities required:

· Experience working in the pet insurance, healthcare, or other insurance industries
Requirements:

Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalism
Excellent interpersonal and communication skills, including empathy and the ability to build rapport with customers
Adaptability and the ability to multitask in a fast-paced and demanding environment
Experience in a customer service role, preferably in a call center setting
A genuine desire to make a positive impact on customers’ experiences and help them find solutions to their concerns