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% Work On-site

• 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 Customer Satisfaction Scores (CSAT), First Call Resolution (FCR), and Average Handle Time (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

• 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