NOTE: Applicants for this role MUST be fluent in Mandarin Chinese and hold active a valid medical or pharmaceutical license e.g. physician, nurse, pharmacist, or similar.
Job Summary
We are seeking a professional and detail-oriented Customer Experience Representative - Mandarin to support healthcare-related customer service operations for Mandarin-speaking customers, patients, providers, or client stakeholders.
This role requires strong communication skills, professional judgment, and the ability to handle healthcare-related inquiries accurately and respectfully. The ideal candidate is fluent in Mandarin and English, holds a valid medical license or healthcare professional license, and has prior experience working in a contact center or customer support environment.
This is a remote role which can be performed from anywhere in the Philippines.
Key Responsibilities
- Respond to customer, patient, provider, or client inquiries in Mandarin and English through phone, email, chat, or other communication channels.
- Provide accurate, professional, and empathetic support in a healthcare-related contact center environment.
- Use medical knowledge and professional judgment to understand healthcare-related inquiries and escalate issues when appropriate.
- Document customer interactions, case details, follow-up actions, and outcomes accurately in company systems.
- Follow established scripts, workflows, policies, and client-specific procedures.
- Verify and update customer or case information as required.
- Maintain confidentiality and handle sensitive healthcare-related information professionally.
- Coordinate with internal teams, supervisors, or client representatives to resolve inquiries efficiently.
- Meet performance expectations related to quality, accuracy, productivity, attendance, and professionalism.
- Participate in training, coaching, quality reviews, and process updates as required.
Required Skills & Qualifications
- Fluency in Mandarin and English, both written and verbal.
- Valid medical or healthcare professional license, such as physician, nurse, pharmacist, or similar healthcare license.
- Bachelor's degree in a healthcare-related field or equivalent professional qualification.
- Strong communication, listening, and problem-solving skills.
- Ability to understand and communicate healthcare-related information clearly and professionally.
- Strong attention to detail and accuracy in documentation.
- Ability to handle sensitive or confidential information appropriately.
- Comfortable using computer systems, customer service platforms, CRM tools, and standard office applications.
- Ability to work independently in a remote environment.
- Must be based in the Philippines.
Preferred Qualifications
- Prior contact center, BPO, customer service, or healthcare support experience.
- Experience supporting healthcare, pharmaceutical, insurance, patient services, medical information, or provider-related programs.
- Experience handling voice-based customer support.
- Experience working with international clients or customers.
- Familiarity with healthcare terminology, case documentation, quality standards, and escalation procedures.
- Experience working with remote or geographically distributed teams.
