Minimum Requirements:
- Applicants must be willing to work and relocate to Clark, Pampanga.
- Applicants must be a Filipino citizen or have a relevant residence status.
- Bachelor's Degree in a relevant business field preferred.
- A minimum of 2 years work experience in a Hospital / Pharmacy Setting; experience in the medical insurance or HR benefits field is a plus.
- Knowledge of medical insurance processes and terminology is advantageous.
- Experience in process mapping and online file management preferred.
- Proficiency in written and spoken English.
- Must be willing to work on shifting schedule including graveyard shifts.
- Must be willing to work on holidays and weekends.
Key Responsibilities and Accountabilities
- Handle incoming calls and follow the support guide to understand the type of query.
- Provide product and service information to customers within the Tier 1 scope.
- Identify and escalate Tier 2 queries to the relevant SME.
- Document all call information (Tier 1 and 2) on Salesforce according to standard operating procedures.
- Recognize, document, and alert the management team of trends in customer calls.
- Follow up customer calls where necessary.
- Uphold patient confidentiality as per company regulations.
- Identify and escalate issues to the Team lead.
Key Competencies
- Must be detail oriented with utmost focus on quality and efficiency
- Ability to handle stressful situations and remain calm under pressure
- Strong phone and verbal communication skills, along with active listening
- Excellent customer service skills
- Proficiency in the MS Office Suite of Software. (Excel/Word/Power Point)
- Keen sense in providing detailed instructions to clients
- Understanding of Middle East culture is very critical
- Must be able to effectively communicate with colleagues and peers from other departments
