Responsible for providing customer support by responding to incoming calls and accommodating customer needs and concerns.

A. Customer Support

• Receives inbound calls and routes it according to account/product specific information
• Responds to incoming calls according to contract agreement
• Identifies customers’ needs, clarifies information, researches every issue and provide solutions and/or alternatives
• Coordinates information to onshore contacts for the resolution of call issues
• Communicates with different departments regarding processes on reviews, cases, concerns, and statuses
• Processes non-voices tasks related to the requests being received through calls or databases

B. Business Process Support

• Adheres to Crawford’s standard operating procedures (SOP) and turnaround time
• Refers matters beyond limits of authority and expertise to immediate superior for direction
• Upholds the Crawford Code of Conduct by protecting the confidentiality of information
• Performs other related tasks as required or needed

• Bachelor’s degree in any related course
• No experience to one (1) year Customer Service Representative experience
• Excellent verbal communication and customer orientation skills
• Active listening and phone handling skills
• Maintains high degree of professionalism and confidentiality
• Ability to multi-task, prioritize and manage time effectively
• Interpersonal skills - Able to work independently and as a team member
• Keen attention to details