Bilingual Technical Support Claims Analyst (Telecom/Electronics)Avacend • Plano, TX, United States
Bilingual Technical Support Claims Analyst (Telecom / Electronics)
Avacend • Plano, TX, United States
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[job_card.job_description]PL Operation Specialist will contribute to team's growing need of business intelligence, insights / dashboard management, strategic development, customer experience, and related best practices Maximize customer satisfaction by providing prompt actions to customer's need and obtain quality photos / data to determine root cause of claim to defend or accommodate customer's claim Provide efficient solutions to customer-facing agents by developing and operating guide and contents Use various tools / dashboard / systems to quantify the agent's performance of customer care and develop appropriate actions to improve performance and quality Spanish speaking agent recommended but not a requirement. [Customer Experience Management] Analyze end-to-end processes that customers experience and participate in providing suitable resolutions accordingly and in controlled & monitored turnaround time for each action of customer claim process [Quality Management] Monitor and review customer calls / tickets for customer care quality control, carry out activities to secure quality competitiveness of our company and customers Maintains and improves operational quality by monitoring system performance; identifying and resolving problems; preparing and completing action plans. Identify / resolve bottleneck of customer care status and resolve with internal / external stakeholders (HQ, BPO, PI, etc.). Manage inbound packages and inventory transfer Track & manage service tracking to ensure swift service procedures and rapid follow up on completed service tickets and give feedback to stakeholders for immediate action on needed items Case management for MX / CE claims CE Tender management Pending Management (KPI, LTP) Case Tracker Management for special issue CPSC claim management (Customer care / tracker) (CE) Monitoring FCCM report quality (ACQ / OS Reports) Special Projects Customer Care Resolution EnR Submission / Management Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed
Top Skills :
- Customer Care Experience (Call Center) / Claims Management Experience / Insurance Claims or Adjuster background beneficial
Job Description Summary
Job Description
Main R&R
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Technical Support Analyst • Plano, TX, United States
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