Customer Service Representative / CSR (Healthcare) | McKinley, Taguig

HCL Technologies Philippines Inc; Taguig; On-site; PHP 300,000 - 460,000; Full time

Job summary

HCL Technologies Philippines Inc is seeking a frontline customer support professional to handle inquiries via email and chat, ensuring timely responses, accurate data processing, and high-quality customer interactions.

The role focuses on data entry, documentation, and daily operational activities, with on-site work at McKinley, Taguig (transitioning to a hybrid setup) and a shifting schedule to align with business needs.

Qualifications

• Good English communication skills.
• Bachelor's degree holder – with or without experience. Open to College Undergraduates and High School Graduates with BPO experience.
• Proficiency with Microsoft Office – Word, Outlook, and Excel.

Responsibilities

• Respond to customer inquiries through email and chat in a timely and professional manner.
• Resolve routine customer concerns using established processes and standard operating procedures.
• Escalate complex customer issues to the appropriate support teams when necessary.
• Process customer requests accurately while maintaining complete and up-to-date account information.
• Perform data entry, record maintenance, and documentation of customer interactions.
• Ensure quality, accuracy, and compliance with company policies and customer service standards.
• Identify workflow issues and report process improvement opportunities to supervisors.
• Maintain confidentiality of customer information and follow applicable data security requirements.
• Meet established productivity, quality, attendance, and service-level expectations.
• Participate in training sessions, process updates, and continuous improvement initiatives.

Skills

Good English communication

Education

Bachelor's degree

Open to College Undergraduates & High School Graduates with BPO experience

Tools

Microsoft Office

Job description

Purpose

The position is responsible for providing frontline customer support through email and chat while ensuring timely responses, accurate data processing, and quality customer interactions. Responsibilities include resolving routine inquiries, maintaining customer records, and supporting daily operational activities in accordance with established procedures.

Scope

The position is a frontline customer service role with daily operational accountability for customer inquiry handling, data entry, basic troubleshooting, documentation, and workflow support while maintaining quality, compliance, and productivity standards.

Responsibilities

• Respond to customer inquiries through email and chat in a timely and professional manner.
• Resolve routine customer concerns using established processes and standard operating procedures.
• Escalate complex customer issues to the appropriate support teams when necessary.
• Process customer requests accurately while maintaining complete and up-to-date account information.
• Perform data entry, record maintenance, and documentation of customer interactions.
• Ensure quality, accuracy, and compliance with company policies and customer service standards.
• Identify workflow issues and report process improvement opportunities to supervisors.
• Maintain confidentiality of customer information and follow applicable data security requirements.
• Meet established productivity, quality, attendance, and service-level expectations.
• Participate in training sessions, process updates, and continuous improvement initiatives.

Qualifications

• Good English communication skills
• Bachelor’s Degree holder – with or without experience. Open to College Undergraduates and High School Graduates with BPO experience
• Proficiencywith Microsoft Office – Word, Outlook, and Excel

Work Setup & Shift Schedule:

Onsite arrangement (with possibility of transitioning to a Hybrid setup) at McKinley, Taguig City

Shifting schedule