Mandarin Healthcare Support

3 days ago

Zambales Philippines J-K Network Services Full time

Overview

Company Profile: This is one of the Biggest Business Process Outsourcing providers of multi-channel customer experience and back-office solutions. They understand the problem of outsourcing your company's operations and services.

Position: Mandarin Healthcare Customer Support

Company Industry: BPO Company

Work Location: Subic Bay, Zambales

Work Schedule: Shifting Schedule with 2 days off

Salary: Negotiable

Work Set-up: 100% On-site

Responsibilities
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits
  • Meet personal/customer service team sales targets and call handling quotas
  • Follow communication procedures, guidelines, and policies
  • Manage large amounts of incoming calls
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Keep records of customer interactions, process customer accounts and file documents
  • Go the extra mile to engage customers
  • Handle Mandarin/Vietnamese-speaking customer inquiries, concerns, and complaints professionally, providing timely and effective resolutions.
  • Deliver appropriate solutions and alternatives within established timeframes to ensure customer satisfaction.
  • Meet individual and team-based service targets, including sales goals and call handling quotas.
  • Adhere to communication procedures, guidelines, and company policies at all times.
  • Manage a high volume of inbound and outbound communications via phone calls, emails, and live chats.
  • Identify and assess customer needs accurately to provide the best possible service and solutions.
  • Build and maintain trust-based relationships with customers through open, responsive, and interactive communication.
  • Accurately document all customer interactions and maintain up-to-date records in internal systems.
  • Demonstrate a proactive approach by going the extra mile to engage customers and exceed expectations.
  • Uphold strict confidentiality of all customer and client information in compliance with company policy and data protection regulations.
  • Consistently meet or exceed Key Performance Indicators (KPIs) such as CSAT, FCR, and AHT, when applicable.
  • Support workflow by processing and documenting all transactions through the designated administration systems and processes.
  • Maintain a strong understanding of company products, services, billing procedures, and promotions to address customer inquiries effectively.
  • Perform other related duties and responsibilities as assigned by management.
Benefits
  • Relocation Allowance
  • 13th Month Pay
  • Government-Mandated Benefits
  • Vacation leave and Sick leave
  • HMO
  • Retention Bonus
  • Promotion opportunities, growth, and development
  • Other allowance
Qualifications
  • Open to Filipino & Filipino-Chinese who are proficient in Mandarin and English.
  • Open to Undergraduates and Fresh Graduates.
  • Open to no related work experience.
  • Having Customer Service experience is a big advantage
  • Having BPO experience is a big advantage
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