Customer Care Associate

Fresenius Medical Care; Metro Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

Fresenius Medical Care Philippines is seeking a customer service professional to support clients across voice and non-voice channels. You will respond to inquiries, provide accurate information, and document interactions in our systems with data integrity and privacy in mind.

You will strive to meet quality and productivity targets while building professional relationships, escalating complex issues, and collaborating with teams in a fast-paced healthcare environment.

Qualifications

• Minimum 4 years of experience in customer service or contact center
• 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, requests, and service-related concerns through voice and non-voice channels in a timely, professional manner
• Provide accurate, complete information regarding products, services, policies, billing, and processes while ensuring compliance
• Demonstrate active listening, empathy, and effective communication to understand customer needs and de-escalate situations
• Meet or exceed performance metrics including quality, productivity, and customer satisfaction
• Document all customer interactions and follow-up activities accurately in company systems
• Investigate and resolve concerns using available tools and guidelines, escalating when needed
• Escalate complex issues to appropriate teams with proper ownership and follow-through
• Manage multiple interactions simultaneously in a fast-paced environment
• Support back-office and administrative functions as assigned
• Maintain professional relationships and adhere to privacy and confidentiality guidelines
• Collaborate with team members and cross-functional partners to resolve issues and achieve objectives
• Maintain up-to-date knowledge of products, services, and processes through ongoing learning
• Identify pain points and provide feedback to improve customer experience and efficiency
• Demonstrate flexibility with shifts, queues, channels, and special projects
• Uphold attendance, productivity, and quality standards

Skills

Customer service experience

Verbal communication

Written communication

MS Office

Problem solving

Time management

Multitasking

Education

High School Diploma

Associate degree preferred

Tools

Microsoft Office Suite

Job description

Work Environment

• Must be available to work varying shifts, including participation in a rotating 24/7 support schedule.
• Overtime may be required based on business needs.

Key Responsibilities

• Respond to customer inquiries, requests, and service-related concerns through voice and non-voice channels (phone, email, and case management systems) in a timely, professional, and customer-focused manner.
• Provide accurate, complete, and consistent information regarding products, services, policies, procedures, billing, account management, and company processes while ensuring compliance with established guidelines.
• Demonstrate active listening, empathy, and effective communication skills to understand customer needs, build rapport, de-escalate difficult situations, and deliver positive customer experiences.
• Meet or exceed established performance metrics and service level expectations, including quality, productivity, customer satisfaction, response time, average handling time, first contact resolution, and adherence targets.
• Accurately document all customer interactions, actions taken, resolutions provided, and follow-up activities within company systems, ensuring data integrity and complete records.
• Investigate and resolve customer concerns by utilizing available tools, knowledge resources, and established procedures while exercising sound judgment and critical thinking.
• Escalate complex, high-risk, or unresolved customer issues to the appropriate support teams, leaders, or business units while ensuring proper ownership and follow-through.
• Manage multiple customer interactions simultaneously in a fast-paced environment, prioritizing workload effectively while maintaining quality and attention to detail.
• Support back-office and administrative functions, including case processing, account updates, documentation reviews, transaction verification, and other operational tasks as assigned.
• Build and maintain positive customer relationships by consistently demonstrating professionalism, accountability, and a commitment to service excellence.
• Adhere to company policies, procedures, regulatory requirements, security standards, data privacy regulations, and confidentiality guidelines when handling customer information and transactions.
• Collaborate effectively with team members, supervisors, and cross-functional partners to resolve customer issues, share best practices, and achieve team objectives.
• Maintain up-to-date knowledge of products, services, systems, and process changes through continuous learning, training participation, and self-development.
• Identify customer pain points, recurring issues, and process gaps, and provide constructive feedback and recommendations to improve customer experience, service delivery, and operational efficiency.
• Demonstrate flexibility in supporting varying business needs, including schedule changes, queue assignments, channel support (voice and non-voice), and special projects as required.
• Consistently uphold professional standards, attendance expectations, productivity requirements, and quality performance objectives while contributing to a positive and inclusive team environment.

Qualifications

• High School Diploma, GED, or equivalent required; Associate's Degree preferred.
• Minimum of 4 years of experience in customer service, contact center, healthcare, or a 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.