Global Hola

Role Overview

We are hiring for a client in the insurance and financial services sector, seeking Customer Service Representatives to deliver professional, efficient, and customer-focused support across inbound communication channels. This role is responsible for handling inquiries, resolving concerns, and ensuring a positive customer experience while meeting service quality and performance standards.

Schedule: Monday - Saturday, between 6.30AM - 12.30M

Work setup: Onsite

Responsibilities

• Respond to customer inquiries and general concerns via phone in a professional, courteous, and timely manner
• Provide accurate information regarding products, services, policies, and procedures
• Resolve customer issues efficiently, escalating complex cases to team leaders when necessary
• Document all customer interactions accurately in the CRM system in accordance with established guidelines
• Meet or exceed individual and team performance metrics, including average handling time (AHT), customer satisfaction, first call resolution, and quality scores
• Stay up to date with product updates, policy changes, and system enhancements
• Handle challenging customer interactions with empathy, patience, and professionalism
• Provide feedback and recommendations to help improve processes, customer experience, and service delivery

Qualifications

• High school diploma or equivalent; Bachelor’s degree in any field is preferred
• At least 1 year of experience in customer service, customer support, or a call center environment
• Strong verbal and written communication skills
• Good interpersonal skills with a customer-focused mindset
• Proficient in standard computer applications, including Microsoft Office
• Ability to multitask, stay organized, and work effectively in a fast-paced environment
• Willingness to work on shifting schedules, including evenings, weekends, or holidays as required

Compensation & Benefits

• Competitive basic pay
• Account premium for qualified candidates

Hiring Notice: This position is for an affiliated company within our group and is not a role with Global Hola. Global Hola is supporting the job posting. The process is handled confidentially, and a recruiter representing the hiring entity will reach out to shortlisted candidates.