Customer Service Representative

RELIANCECARE INC.; Mandaluyong; On-site; PHP 240,000 - 420,000; Full time

Job summary

RELIANCECARE INC. in Mandaluyong, Philippines is hiring a Customer Service Representative to be the first contact for members and employees across email, chat, Viber, WhatsApp, and other channels.

You will perform case management, basic troubleshooting, and escalate as needed while maintaining accurate documentation and adhering to service levels. The role requires a Bachelor's degree in Business or related field, 6–12 months in customer service or related areas, and strong communication skills

Qualifications

• Bachelor's degree in Business or related field.
• 6–12 months of experience in customer service, healthcare, pharmacy, HMO, benefits administration, or related area (preferred).
• Excellent verbal and written communication skills.
• Strong customer service orientation and problem-solving abilities.
• Ability to interpret and adhere to SOPs and escalation matrices.
• Basic technical troubleshooting for website, account access, login, and system issues.

Responsibilities

• Serve as the primary point of contact for member inquiries via multiple channels.
• Perform catch-and-dispatch by reviewing, categorizing, and routing cases.
• Provide basic troubleshooting for access, registration, login, and orders.
• Monitor and communicate updates on order status, availability, processing, and delivery.
• Assist employees with pharmacy processes and formulary questions.
• Escalate cases following the escalation matrix.
• Maintain accurate documentation of interactions and case status.
• Adhere to service levels, response times, and communication standards.

Skills

Verbal communication

Written communication

Customer service orientation

Problem solving

Attention to detail

Technical troubleshooting

Education

Bachelor's degree in Business or related field

Tools

Ticketing systems

Spreadsheets

Email and web apps

Job description

Job Overview:

Customer Service Representative

serve as the first point of contact for member and employee inquiries across multiple channels, providing basic troubleshooting, order and formulary updates, accurate case documentation, and timely escalation in line with service-level standards.

Duties and Responsibilities:

• Serve as the primary point of contact for member inquiries via email, chat, Viber, WhatsApp, and other designated support channels.

• Perform catch-and-dispatch functions by reviewing, categorizing, prioritizing, and routing cases to the appropriate teams.

• Provide basic troubleshooting for common access, registration, login, order placement, and system-related issues.

• Monitor and communicate updates on order status, medicine availability, processing, delivery, and other service requests using available system data.

• Assist employees with general inquiries on pharmacy processes, order requirements, formulary concerns, and available support channels.

• Escalate cases in accordance with the defined escalation matrix.

• Maintain accurate and complete documentation of customer interactions, actions taken, and case status in the tracking system.

• Adhere to agreed service levels, response times, escalation procedures, and customer communication standards.

Qualifications:

• Bachelor's degree in Business or related field.

• Minimum 6-12 months of experience in customer service, healthcare, pharmacy, HMO, benefits administration, contact center, or related area (preferred).

• Excellent verbal and written communication skills.

• Strong customer service orientation and problem-solving abilities, with the capacity to address concerns professionally and empathetically.

• Ability to interpret and adhere to standard operating procedures, escalation matrices, and service-level requirements.

• Basic technical troubleshooting skills for website, account access, login, and system-related issues.

• Proficiency with customer service platforms, ticketing systems, spreadsheets, email, and web-based applications.

• High attention to detail, especially when managing member information, prescriptions, orders, and medication-related matters.

Work Conditions:

• Onsite work setup

• Work Schedule: Monday to Friday, 8:00AM - 5:00PM

• Assigned in Greenfield District, Mandaluyong City