Customer Service Representative

Employment Type: Full-Time Employment Work Setup: 100% Onsite

Work Schedule:Night Shift (Following U.S. Eastern Time Zone)

Location: Eastwood, Libis, Quezon City

Salary Package: 30,000 to 40,000 PHP/Monthly

Job Description

The primary responsibility of the Customer Service Representative (CSR) is to answer incoming queue calls and route them accurately in accordance with established procedures.

Duties and Responsibilities:

• Provide excellent customer service by answering and directing all incoming calls promptly, courteously, and professionally.
• Accurately identify customer needs and ensure inquiries are routed to the appropriate department or individual.
• Document call details and maintain accurate records in the system for reference and reporting purposes.
• Assist callers by providing basic information, answering general questions, and escalating complex concerns to the proper channels.
• Follow up on customer inquiries as needed to ensure timely resolution.
• Adhere to company policies, procedures, and quality standards when handling calls and customer interactions.
• Maintain confidentiality and handle sensitive information with discretion.
• Collaborate with team members and other departments to improve customer experience and streamline processes.
• Participate in training sessions and team meetings to stay updated on company policies, system updates, and service standards.
• Complete other assigned duties and projects as required by the supervisor or management.

Job Requirements:

• High school diploma or equivalent
• At least 3 years of experience in the BPO industry handling healthcare accounts.
• Proficient in Microsoft Office Suite, EMR software, payroll software, and all other software programs.
• Must uphold all principles of confidentiality and patient care to the fullest extent while adhering to and complying with the
• Health Insurance Portability and Accountability Act (HIPAA) at all times.
• Knowledge of, and sensitivity to, cultural and language differences.
• Able to perform basic mathematical computations.

About Intelassist

Established in 2007, Intelassist is a remote staffing organization that originated from a collaboration between US-based industry professionals and an experienced operational team in Manila, Philippines. Our US team brings over 20 years of experience in engineering, manufacturing, IT, finance, and high-level operations, while our Manila-based team offers over 15 years of experience in delivering exceptional support to global enterprises.

Our coast-to-coast US offices, in collaboration with our dedicated employees in the Philippines, enable us to deliver results to clients in various markets and for a wide range of roles. With over 15 years of experience in the BPO industry, Intelassist places a strong emphasis on organizational resilience and social stewardship to foster lasting, meaningful partnerships within our team and with our clients.

At the core of our business lie our people. Our ability to recruit, train, and, most importantly, retain exceptional team members is not only what enables Intelassist to attract the region's finest talent but also what bestows stability upon our clients through reduced turnover and tangible outcomes.

With a workforce of slightly over 1,000 employees, we strike a balance – substantial enough to possess profound insight into the Business Process Outsourcing (BPO) industry, yet intimate enough to maintain the family-like, high-energy work atmosphere that our candidates seek.

At Intelassist, we specialize in sourcing, training, and retaining top-tier talent, each exclusively dedicated to meeting our clients' unique needs. Our proven track record and local presence ensure that Intelassist clients enjoy increased productivity, reduced staff turnover, and significant cost savings.

WHY INTELASSIST?

We grow together. We value your effort. We aim to empower you.