Customer Service Representative

5 days ago

Cebu City, Central Visayas, Philippines Helpware Full time ₱180,000 - ₱300,000 per year

Position Summary:

  • You will receive inbound calls from members who are enrolled in a Medicare, Medicare Advantage or Medicaid plan.
  • Assist those members with taking orders for items sponsored by the plan, update account information, provide plan information and resolve issues with utilization of the plan benefit.
  • Place outbound calls as directed and necessary for member resolution.
  • Work takes place in a standard office environment. Position could be onsite or remote (if applicable).
  • Position requires sitting for a long period of time using a computer.
  • Tasks involve the ability to reach with hands and arms, talk and hear.
  • Specific vision abilities required by this job include: close vision, distant vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Responsibilities:

  • Update account information such as change of address or phone numbers.
  • Research members that have a benefit disputes
  • Educate members on how the plan works, including benefits, participating retail markets (if applicable) and
  • items or products and services covered through the benefit.
  • Submit catalog requests and retail card replacements to be mailed out upon member request.
  • Educate and assist members with website registration, utilization and how to order through the online ordering app.
  • Educate and assist members to use the mobile app.
  • Make concise and detailed notations as it pertains to member records.
  • Answer questions pertaining to mailings sent out by the Health plan.
  • Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner.
  • Conform with and abide by all regulations, policies, work procedures and instructions.
  • Respond promptly when returning telephone calls and replying to correspondence.
  • Act, dress, and behave in a professional manner to reflect a positive image of the company.

Requirements:

  • High school diploma or equivalent.
  • Minimum 6 months customer service experience is preferred; no BPO experience candidates are accepted
  • Above average computer skill is required, including the ability to work in a Windows environment and multitask within multiple software programs simultaneously.
  • Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner
  • Conform with and abide by all regulations, policies, work procedures and instructions
  • Knowledge of customer service best practices and principles.
  • Excellent data entry and typing skills.
  • Superior listening, verbal, and written communication skills
  • Ability to handle stressful situations appropriately, while demonstrating empathy.
  • Resourceful, great at solving unstructured problems with little to no supervision in a fast-paced, high stakes environment.
  • Team Player: Demonstrates a strong ability to contribute to the business along with business unit team members and managers; establish collaborative relationships with peers.
  • Possess strong interpersonal skills and the ability to establish, develop, and maintain business relationships.
  • Excellent written and verbal skills

Job Types: Full-time, Permanent

Work Location: In person

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