Aetna Customer Service Rep in Shanghai, China

Req ID: 38170BR

Family Summary/Mission: The customer service representative 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 representative.Experience in insurance industry. Educational Requirements:High School graduate or local market equivalentAdditional Information (not mandatory to complete):Ability to maintain accuracy and production standardsTechnical skillsCustomer centralized mindsetExcellent oral and written Mandarin and English communication skillsAccept the shift arrangement

Job Function: Customer Service