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Aetna is now a CVS Health Company

Customer Svc Consultant

Primary Location: Shanghai, CHN
Additional Locations: CHN-Shanghai
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Description:
Family Summary/Mission:
The customer service consultant aims to provide customer centralized service to local key clients. The role of the customer service representative is to see that the customer's problems are resolved satisfactorily.
Position Summary/Mission:
To answer questions that customers have regarding their policy, benefit, claim information and so on, via phone and emails.
Fundamental Components & Physical Requirements:
To answer customer's calls or correspondence regarding the insurance company's products.
To review the customer's policy to answer questions regarding coverage and claims.
To contact customers for the claims update via outreach call/email/message.
To assist with the customer for the direct billing service and appointment service in network providers.
To work with claim/care team for those questions that cannot be answered by the CSR instantly and provide the answer in a timely manner.
To handle difficult customer phone calls and complaints. To identify and escalate the severe complaint to team managers, to identify improvement area from daily production.
To provide excellent customer service to ensure total customer satisfaction.
Other duties as assigned.
Background/Experience Desired:
Experience as customer service consultant.
Experience in insurance industry.
Educational Requirements:
Associate graduate
Additional Information (not mandatory to complete):
Ability to maintain accuracy and production standards
Technical skills
Customer centralized mindset
Excellent oral and written Mandarin and English communication skills
Accept the shift arrangement


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