Vietnamese-Speaking CSR - Outbound Retention (Healthcare)

Job Summary:

We are looking for a fluent Vietnamese-speaking Customer Service Representative to join an outbound campaign focused on retaining healthcare insurance members. The role involves contacting policyholders to encourage renewals, address inquiries or concerns, and provide value-added solutions to support continued engagement with the healthcare plan.

The ideal candidate is fluent in both Vietnamese and English, customer-focused, and experienced in outbound calling or retention programsespecially in the healthcare or insurance space.

Key Responsibilities:

• Make outbound calls to Vietnamese-speaking clients for policy renewal and retention efforts.
• Communicate the benefits of continued coverage and handle objections with empathy and professionalism.
• Identify client needs and offer appropriate plans, promotions, or solutions to prevent cancellations.
• Document all call details, outcomes, and follow-ups accurately in internal systems or CRM platforms.
• Achieve retention targets and maintain quality service standards as set by the campaign.
• Coordinate with team leads, trainers, or QA staff for continuous improvement.
• Stay informed on healthcare insurance plans, updates, and regulatory requirements.

Qualifications:

• Fluent in Vietnamese (verbal and written) and proficient in English communication.
• Bachelors degree preferred relevant training or background in healthcare or insurance is an advantage.
• At least 1 year of experience in outbound customer service, sales, or retention roles in a BPO or healthcare setting.
• Strong customer handling and persuasion skills.
• Familiar with CRM tools and call center systems.
• Amenable to shifting schedules and supporting international time zones if required.