Customer Service Officers I AU Account (Day shift)

PetSure Services Incorporated (PSI) is an insurance contact centre and claims operation located in Taguig, Metro Manila. PSI has been in the Philippines since 2014. PSI is jointly owned by Insurance Support Services International (ISSI) Corporation in the Philippines and PetSure in AU.

PetSure is AU's leading provider of pet health insurance products and act as underwriting agents and administrators for Australia's leading pet health insurance brands.

About the role:

A Customer Service Officer (CSO) is responsible for delivering a high-quality of service experience to Petsure’s pet parents via phone and email. The role focuses on providing accurate information, resolving enquiries efficiently, and building genuine connections through empathy, professionalism, and clear communication while adhering to regulatory requirements, company policies, and service level agreements.

In addition to service excellence, the CSO contributes to customer retention and sustainable growth by identifying customer needs, explaining product value, and supporting informed decision-making during customer interactions. The role plays a critical part in sharing the end-to-end customer experience by balancing emotional intelligence, accuracy, and commercial awareness.

This role will have primary responsibility for :

1. Deliver the best service interactions to customers across PetSure’s brand partners.

• Answer all inbound calls and respond to inbound email in accordance with the defined quality standards

• Build genuine connection with customers through personalized, natural, and professional communication.

• Achieve first call resolution on inbound calls through active listening and probing questions to demonstrate accountability and ownership of the customer’s issue or concern.

• Make outbound follow up calls and emails as required.

• Own and manage customer’s complaints with a focus on resolution that leaves customers satisfied or with clear next steps.

• Demonstrate empathy and emotional awareness when customers express distress, frustrations, or concerns.

• Acknowledge customer emotions and provide supportive, solution-focused responses.

• Complete all allocated work tasks within the agreed turnaround time.

• Provide accurate information regarding policy coverage, claim status and procedures.

• Liaise with appropriate departments to ensure that customer concerns are fully addressed.

2. Contribute to Petsure and PSI’s growth

• Support customer retention by confidently communicating the value of Petsure’s products and services.

• Identify customer needs through effective questioning and active listening and provide relevant policy options or solutions aligned to those needs.

• Negotiate carefully and creatively with customers who which to cancel their policy while maintain respect to the customer’s final decision.

• When appropriate, utilize technical product knowledge and value-based positioning techniques to retain customers, including offering approved incentives or alternatives.

• Take ownership of customer conversations during enquiries related to cancellations, renewals or changes, aiming for mutually beneficial outcomes.

• Gather customer insights, trends, and feedback during interactions and share these to support continuous improvement initiatives across products, processes, and customer experience.

• Meet or exceed agreed performance objectives and KPIs, including quality, productivity, customer satisfaction, and retention-related measures.

1. Manage risks through awareness and confidence in reporting it

• Effectively ensure compliance to data protection and information security standards.

• Stay up-to-date on products and process updates as indicated in the knowledge base platform (Fetch).

• Taking ownership of own performance and being proactive in reporting potential failures before outcomes fall below expectations.

• Initiate mitigation plans w/in one’s control, adjusting as necessary, and openly discussing this with the immediate supervisor.

• Recognize, analyse, and report potentially suspicious calls and handle them according to Fetch procedures.

• Understand and comply with all PetSure policies and procedures, identifying and escalating any potential breaches in the spirit of continuous improvement and learning

• Be aware of risks and act on or escalate risks, as appropriate

• Be aware of delegations and act within authority levels

• Speak up on concerns about conduct or behaviours

Qualifications:

• Preferred Tertiary qualifications in any disciplines. Candidate must be a graduate of Senior High School and/or has completed at least 2nd year in college will be considered.

• Must have at least 2-year experience in Customer Service, Sales, Retention or equivalent.

• Experience in quality-controlled working environment is desirable

• Excellent Communication Skills

• Must be knowledgeable in basic computer applications

• High Level initiative, accountability and self-motivation

• Team-player

• Strong Customer Service orientation

• Keen to details, accuracy and completeness

• Operational, pragmatic and process drive

• Full-time position available / Office-based job / Hybrid Work Arrangement will be granted based on performance

• Must be willing to work on-site in Giga Tower Bridgetowne, Quezon City

• Can start on July 6, 2026

Highly Preferred

• Customer service experience in an insurance or financial services with sales and retention responsibility supporting AU, UK, or US accounts is highly desirable but not required.

Benefits:

• Day 1 HMO

• Annual Leave Credits

• Group life Insurance

• Performance-Based Incentives

• 13th & 14th Month Bonus

• Transportation and Meal Allowance

• Medicine & Optical Reimbursement Allowance

• and many more!!

*Job offer will commensurate based on the candidate's qualifications, work experience and result of the assessment

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