24/7 Multichannel Customer Care Specialist

Fresenius Medical Care; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

Fresenius Medical Care is hiring a Customer Service representative in the Philippines to respond to customer inquiries across voice and non-voice channels. You will provide accurate information on products, policies, and billing, while ensuring compliance and delivering a positive customer experience.

Role requires 4+ years in customer service or related fields, strong communication skills, and proficiency with Microsoft Office and CRM systems.

Qualifications

• Minimum 4 years of experience in customer service, contact center, healthcare, or related environment.
• Strong verbal and written communication skills.
• Proficient in Microsoft Office and other business systems.
• Excellent problem-solving, organizational, and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Respond to customer inquiries via voice and non-voice channels in a timely, professional, and customer-focused manner.
• Provide accurate information regarding products, services, policies, billing, account management, and company processes while ensuring guidelines are followed.
• Demonstrate active listening, empathy, and effective communication to understand customer needs and deliver positive experiences.
• Meet or exceed performance metrics including quality, productivity, CSAT, response time, and first contact resolution.
• Document all customer interactions and resolutions clearly in company systems.
• Investigate and resolve concerns using available tools, knowledge resources, and established procedures.
• Escalate complex or high-risk issues to appropriate teams with ownership and follow-through.
• Manage multiple interactions simultaneously in a fast-paced environment.
• Support back-office tasks including case processing and account updates.
• Build positive relationships through professionalism, accountability, and service excellence.
• Adhere to data privacy, security, and confidentiality guidelines.
• Collaborate with team and cross-functional partners to resolve issues and share best practices.
• Maintain up-to-date knowledge of products, services, systems, and processes.
• Identify pain points and provide feedback to improve customer experience and operational efficiency.
• Demonstrate flexibility to support varying business needs and shifts.
• Uphold professional standards, attendance, and productivity.

Skills

Customer service

Verbal communication

Written communication

Time management

Problem solving

Multitasking

Education

High School Diploma or GED

Associate's degree preferred

Tools

Microsoft Office

CRM systems

Job description

Fresenius Medical Care is hiring a Customer Service representative in the Philippines to respond to customer inquiries across voice and non-voice channels. You will provide accurate information on products, policies, and billing, while ensuring compliance and delivering a positive customer experience.

Role requires 4+ years in customer service or related fields, strong communication skills, and proficiency with Microsoft Office and CRM systems.