Davao Finance - Customer Experience Advisors - August 2026

VXI Global Holdings B.V. (Philippines); Davao City; On-site; PHP 223,000 - 312,000; Full time

Benefits offered by this job

Salary package with performance pay

Comprehensive health benefits from Day

Job summary

VXI Global Holdings B.V. (Philippines) is hiring a Customer Service Advocate in Davao City to address medical coverage questions, verify details, and guide members through plan benefits.

You will use our CRM to document calls, adhere to security protocols, and provide clear, compassionate support during interactions. The role emphasizes active listening, problem solving, and a proactive approach to help members understand their coverage and next steps.

Qualifications

• 6+ months of customer service experience required.
• Strong English proficiency for complex health discussions.
• Empathy, patience, and de-escalation skills.
• Critical thinking and problem-solving abilities.
• Proficient computer and multitasking skills; familiarity with KPIs.

Responsibilities

• Answer Calls: Address billing, coverage, and provider questions.
• Ensure Compliance: Follow security and verification protocols.
• Use Resources: Leverage our knowledge management system for accurate solutions.
• Document Thoroughly: Record all call details in the CRM.
• De-escalate Issues: Calmly handle upset callers and offer solutions.
• Meet Targets: Achieve or exceed quality and efficiency goals.

Skills

Customer service

English proficiency

Empathy

Critical thinking

Multitasking

KPIs

Active listening

Proactive problem solving

Professional etiquette

Tools

CRM

Knowledge base

Job description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Key Responsibilities

• Answer Calls: Address billing, coverage, and provider questions.
• Ensure Compliance: Follow security and verification protocols.
• Use Resources: Leverage our knowledge management system for accurate solutions.
• Document Thoroughly: Record all call details in the CRM.
• De-escalate Issues: Calmly handle upset callers and offer solutions.
• Meet Targets: Achieve or exceed quality and efficiency goals.

What Kind of Calls Will You Take?

A Day in the Life of a Customer Service Advocate - You'll be able to confidently address these scenarios after the training you'll receive.

• Explaining Plan Details
  You might speak to someone like David, a 30-year-old independent contractor who purchased a health plan through the Marketplace. He'll need guidance on his deductible, co-pay, and out-of-pocket expenses. You'll verify his information, review his specific plan details, and clearly explain each cost parameter so he fully understands his coverage.
• Finding In-Network Providers -- retain
  You could also help Sara, a single mother of two in her early 40s who has diabetes and needs to confirm there's an in-network provider specializing in diabetic care. You'll verify Sara's identity, use the tools provided to research her local area for suitable providers, and present the best options based on her needs.
• Verifying Prescription Coverage
  Another call might come from Bill, a 55-year-old unemployed individual who isn't eligible for Medicare/Medicaid and has purchased coverage through the Marketplace. He'll need to check if his medications are covered. After verifying Bill's info, you'll walk through each medication to confirm coverage and discuss alternatives or next steps if any aren't covered.
• Assisting Upset Customers
  Finally, you might speak with Phyllis, a 20-something who's frustrated with her basic health plan and wants to cancel her insurance. You'll verify her account, use probing questions to uncover her concerns, then explain her plan's benefits and potential adjustments to help her make a fully informed decision about her coverage.

In each interaction, you'll practice active listening, empathy, and problem-solving skills, ensuring every caller feels heard and supported. Your goal is to provide clear, accurate information, address any concerns, and leave members confident in the solutions you've provided.

What We're Looking For

• 6+ Months of Customer Service Experience Required: Prior call center or healthcare/insurance experience is highly preferred.
• Strong English Proficiency: Able to read, speak, and understand English fluently, especially for complex health-related discussions.
• Empathy & Patience: Comfortable addressing sensitive issues and de-escalating upset callers with compassion.
• Critical Thinking & Problem-Solving: Proven ability to analyze situations and provide practical solutions.
• Computer & Multitasking Skills: Capable of navigating multiple systems while engaging with callers.
• Experience with KPIs: Familiarity with performance targets such as quality, customer satisfaction, and handle time.
• Active Listening: Skilled at paraphrasing caller concerns to ensure clarity and effective resolution.
• Proactive, Solutions-Oriented Approach: Eager to help, anticipating member needs and offer next steps.
• Professional Etiquette: Courteous, dependable, and reliable demeanor

Compensation & Perks

• Salary Package: Lucrative offer plus pay for performance.
• Comprehensive Benefits: Full health insurance package including medical, dental, and vision coverage as early as Day 1.
• Comprehensive Training: Paid training to ensure you are fully prepared for success.
• Career Growth: Opportunities for career advancement and professional development within a leading healthcare provider pioneering in Davao.
• Inclusive Culture: We are an Equal Opportunity Employer, fostering diversity where all individuals are valued and respected.

VXI genuinely empowers local communities across entire Mindanao by creating extremely meaningful livelihoods and simultaneously supporting truly sustainable growth. Being a proud partner of the local government, we are dedicated to helping shape brighter futures. Together, we encourage stronger, more connected communities.