Customer Care Officer - BPI

AIA Hong Kong and Macau; Manila; On-site; PHP 201,000 - 290,000; Full time

Job summary

MediCard Phils., Inc. is seeking a proactive Customer Care Officer for Renewing Accounts to manage renewals, strengthen client relationships, and maximize retention. You will coordinate renewal processes and ensure service continuity.

Based in Manila, the role requires coordinating with Sales, Operations, Billing and other teams, maintaining CRM records, and identifying renewal opportunities. You will contribute to high customer satisfaction and reduce churn.

Responsibilities

• Proactively engaging customers, addressing concerns, coordinating renewal processes, and identifying opportunities for account growth.
• Manage and monitor customer accounts approaching renewal dates.
• Proactively contact customers to discuss renewal options and service continuity.
• Build and maintain strong relationships with existing clients.
• Ensure timely processing of account renewals and contract documentation.
• Address customer inquiries, concerns, and service-related issues promptly and professionally.
• Coordinate with Sales, Operations, Billing, and other departments to resolve customer concerns.
• Maintain accurate records of customer interactions and renewal activities in the CRM system.
• Track renewal performance and prepare regular reports on retention rates and customer feedback.
• Identify upselling and cross-selling opportunities where applicable.
• Follow up on expiring accounts to prevent service interruptions and minimize customer churn.
• Ensure compliance with company policies, procedures, and service standards.

Job description

MediCard Phils., Inc. is one of the country's leading HMO and the only HMO founded and run by Doctors. Since its inception, the concept of service-oriented total health care has been the molding ideal of MediCard. The competition is vast, and the benefits being offered by the competitors are tempting. However, MEDICard has taken the lead in providing innovative and productive ideas that cut down the cost of health maintenance without compromising its quality. MediCard now boasts of more than half a million members and over 54,000 accredited doctors in over 1,000 hospitals and clinics nationwide. It also operates 16 MediCard free-standing clinics that provide services at par with those offered by hospitals minus the confinement.

MediCard is currently looking for assertive, dynamic and energetic individuals to fill up the following vacancy: The Customer Care Officer for Renewing Accounts is responsible for managing customer account renewals, maintaining strong client relationships, ensuring high customer satisfaction, and maximizing retention rates.

Responsibilities

• The role involves proactively engaging customers, addressing concerns, coordinating renewal processes, and identifying opportunities for account growth.
• Manage and monitor customer accounts approaching renewal dates.
• Proactively contact customers to discuss renewal options and service continuity.
• Build and maintain strong relationships with existing clients.
• Ensure timely processing of account renewals and contract documentation.
• Address customer inquiries, concerns, and service-related issues promptly and professionally.
• Coordinate with Sales, Operations, Billing, and other departments to resolve customer concerns.
• Maintain accurate records of customer interactions and renewal activities in the CRM system.
• Track renewal performance and prepare regular reports on retention rates and customer feedback.
• Identify upselling and cross-selling opportunities where applicable.
• Follow up on expiring accounts to prevent service interruptions and minimize customer churn.
• Ensure compliance with company policies, procedures, and service standards.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.