CSR Travel Insurance

1 - 6 years
Metro Manila / NCR

Job Description

  • We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Customer Service Consultant, your role is vital in keeping our customers happy and contributing to our organization’s growth and success.

    As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.


    The Customer Service Consultant primary role is to support our travelers through the pre-trip, during- trip and post-trip enquiries via phone and e-channel.

    Consultants are required to provide accurate and comprehensive information on the business' Travel products and services, ensure that products meet the needs of our travelers, efficiently and effectively deal with traveller/policy holder enquiries and complaints.

    Your day could see you:

    • Service

    o Conducting Medical Screening Assessments over the phone to determine whether we can offer customers additional cover for their pre-existing conditions.

    o Provide complete and accurate information to travelers about their policy coverage.

    o Act as the first point of resolution for traveller complaints and disputes. Escalate complaints in line with the business' Travel complaints handling process.

    o Liaise with different stakeholders within the business such as Emergency Assistance, Claims, Underwriting, Brands, IT, Compliance and other business areas to resolve traveller matters.

    o Build rapport and display strong communication/written skills to provide best in

    • Quality

    o Represent the business' Travel brand by providing excellence in customer service in a professional manner, including the correct use of tone, professional language and communication techniques

    o Accurately maintain and update customer records.

    o Maintain current knowledge of products and services.

    o Apply the quality standards for email and phone channel as set out in the LEAP methodology and compliance checking standards.

    o Strive to efficiently and effectively achieve first call resolution.

    • Working Effectively

    o Adhere to rostered schedule using appropriate phone statuses.

    o Undertake project work as required and directed.

    o Recognise opportunities for continuous improvement within the business.

    o Know my Key Performance Indicators and continually strive to achieve them.

    o Actively participate in focus sessions, 1x1, coaching sessions and team meetings

    o Share best practices and lead by example to your peers and business stakeholders

    o Demonstrate high level of organizational skills and attention to detail

    o Proactive, self-motivated, demonstrate initiative and ability to work autonomously

    o Open to receive constructive feedback

    o Proactive in driving personal development plan Take reasonable care for own health and safety as well as the safety of others at the place of work.

    • WHS Responsibility

    o Meet personal safety obligations identified for each and every business' Travel employee.

    • Compliance

    o Meet obligations required for the compliance category of this position.


    • Demonstrated experience in a Contact Centre customer service environment, preferably in a Health, Medical and/or insurance service industry.

    • Excellent communication skills

    • Strong attention to detail

    • Familiarity with Medical Terminology is advantageous.

    • Motivated to achieve Key Performance Indicator’s (KPI’s) and uphold Groups Vision and Values

    • Dedication to excellence in customer service in a high pressure environment.

    • Willingness to learn and maintain new skills.

    • Commitment to work on a rotating roster and out of normal business hours when required.

    • Flexible and positive work approach and attitude.

    Apply at our Ortigas, Eastwood, Shaw, and BGC recruitment centers:

    • Mezzanine floor, Robinsons Cyberscape Beta, Topaz and Ruby Roads, Ortigas Center Pasig City
    • Upper Ground Floor Worldwide Corporate Center (WCC), Shaw Blvd., Mandaluyong City
    • Ground Floor Bonifacio Technology Center, 31st Street corner 2nd Avenue, Bonifacio Global City, Taguig City
    • 6th Floor, 1800 Building, Eastwood Drive, Libis, Quezon City
    We are open from Monday to Friday, 8am-4pm.

    For faster processing, text: NIBGC(space) FULL NAME (space) YES or NO (for BPO experience) (space) BEST TIME TO CALL (ex: I'm available at 9am)
    send to 09065605043

Company Information/ Profile

Acquire BPO is an award-winning global outsourcer with over 7,000 employees operating out of 12 state-of-the-art facilities in the Philippines, the Dominican Republic, Australia and the United States. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We provide contact center, BPO, marketing and animation solutions to private and publicly listed clients from around the world across a wide range of industries including telecommunications, banking and financial services, insurance, media, education and retail.

Acquire is dynamic organization with possibilities to take your career to the next level. We are looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Apply with us today and #AcquireTheALife.

ACQUIRE BPO is committed to providing quality services to you and takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. Please refer to our Privacy Policy at



Functional Area

Customer Service/Call Centre/BPO


Other Customer Service

Employment Type

Full Time, Employee


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