Customer Service Representative (Health Care Account)

ASIA WORLD RECRUITMENT INC; Pasig; On-site; PHP 201,000 - 290,000; Full time

Job summary

ASIA WORLD RECRUITMENT INC. is seeking a dedicated Customer Service Representative for a full-time role in Pasig City, Metro Manila. You will be the link between our healthcare clients and the company, handling calls and resolving inquiries with empathy and professionalism.

Responsibilities include addressing customer concerns, documenting interactions, and ensuring compliance with healthcare regulations. A strong communication style and team collaboration are essential for success.

Qualifications

• High school diploma or equivalent is required.
• Excellent verbal and written communication skills are essential.
• Empathy and active listening to understand customer needs.
• Experience in a customer service or call centre role preferred, healthcare a plus.
• Strong computer literacy and ability to use CRM/call-center software.
• Ability to prioritise tasks and manage time effectively.

Responsibilities

• Handle inbound and outbound customer calls with professionalism and courtesy.
• Address inquiries, concerns and complaints related to healthcare services and products.
• Provide accurate information and timely solutions to resolve issues.
• Document all customer interactions in the call management system.
• Process customer requests including accounts, service requests and transactions.
• Maintain detailed records of communications and follow-ups.
• Follow protocols to comply with healthcare regulations and standards.
• Escalate complex issues to team members to ensure satisfaction.
• Meet targets for call handling time, quality, and CSAT ratings.
• Provide feedback for service improvements based on interactions.

Skills

Excellent communication

Empathy

Active listening

Problem solving

Teamwork

Time management

Computer proficiency

Education

High school diploma

Tools

Call center software

Job description

About the role

We are seeking a dedicated and compassionate Customer Service Representative to join our dynamic team. This is a full-time position based in Pasig City, Metro Manila. In this role, you will be the vital link between our company and our healthcare clients, providing exceptional support and resolving inquiries with professionalism and empathy. You will be responsible for managing inbound and outbound calls, addressing customer concerns, and ensuring that every interaction reflects our commitment to excellence in healthcare customer service.

Key responsibilities

• Handle inbound and outbound customer calls with professionalism, courtesy and efficiency
• Address customer inquiries, concerns and complaints related to healthcare services and products
• Provide accurate information and solutions to resolve customer issues in a timely manner
• Document all customer interactions comprehensively in the company's call management system
• Process customer requests, including account inquiries, service requests and transactions
• Maintain detailed and accurate records of all customer communications and follow-ups
• Follow established protocols and guidelines to ensure compliance with healthcare regulations and company standards
• Collaborate with other team members and departments to **escalate** complex issues and ensure customer satisfaction
• Meet or exceed performance targets for call handling time, quality and customer satisfaction ratings
• Provide feedback and suggestions for service improvement based on customer interactions

What we’re looking for

• Excellent verbal and written communication skills with clear, professional and courteous delivery
• Strong listening and empathy skills to understand and address customer needs effectively
• Ability to remain calm and professional when handling difficult or emotional situations
• Proficiency with computer systems and call centre technology platforms
• Proven experience in a customer service or call centre environment, preferably in healthcare
• Strong organisational and time management skills with the ability to prioritise multiple tasks
• Problem-solving abilities and a proactive approach to resolving customer concerns
• Knowledge of healthcare services, products or industry regulations is highly valued
• Ability to work effectively in a team-oriented environment while remaining self-motivated
• Flexibility to adapt to changing situations and learn new systems and procedures quickly
• High school diploma or equivalent minimum; further qualifications in customer service or healthcare are advantageous

What we offer

At our company , we are committed to supporting our employees' professional growth and personal wellbeing. We offer competitive compensation packages, performance-based incentives and opportunities for career advancement within our growing organisation. Our workplace culture prioritises employee engagement, continuous training and development programmes to enhance your skills and knowledge. We provide a supportive team environment where your contributions are valued and recognised. Additionally, we offer flexible work arrangements where applicable and maintain a focus on creating a healthy work-life balance for all our team members.

About us

We are leading recruitment and staffing solutions provider committed to connecting talented professionals with rewarding opportunities across various industries. With a strong focus on the healthcare and customer service sectors, we pride ourselves on delivering exceptional talent acquisition services and maintaining long-term partnerships with both clients and employees. Our mission is to build a diverse, inclusive and motivated workforce that drives organisational success. We are dedicated to fostering a culture of excellence, integrity and continuous improvement, making us a trusted partner for businesses seeking top-tier talent in the Asia-Pacific region.