CSR L2 MIP - Cebu

Requirements:

1. At least 1 year experience as escalation or L2 CSR:
   1. Currently an L2 or Escal CSR in a medical or healthcare account
   2. Currently an L2 or Escal CSR in a non-medical or healthcare account but had at least 1 year in a medical or healthcare account as an L1 agent prior to becoming an L2.
2. Financial Dispute Resolution
   Investigates and resolves complex billing discrepancies, unexplained charges, and refund requests requiring deeper system audits.
3. Conflict De‑escalation
   Serves as the primary point of contact for handling irate or emotionally distressed customers by applying advanced listening skills and delivering clear, definitive solutions.
4. Senior Advocacy
   Provides courteous and specialized support with senior sensitivity, assisting vulnerable members in navigating financial or technical challenges.
5. Process Improvement
   Utilizes workflow and operational expertise to identify recurring billing issues and escalates trends to supervisors to support continuous program improvement