Mandarin-Speaking Healthcare Retention Specialist

HCM Nexus; Mandaluyong; On-site; PHP 360,000 - 480,000; Full time

Job summary

Nexus Recruitment Group is seeking a Mandarin-speaking CSR for outbound retention in healthcare insurance. You will handle renewal efforts, address concerns, and present value-based solutions in Mandarin and English to re-engage customers.

The role requires strong communication, empathy, and the ability to navigate sensitive healthcare conversations while meeting retention targets. Flexible shifts and international time-zone support may be needed.

Qualifications

• Mandarin (verbal and written) and English communication required.
• Bachelor's degree preferred but not required.
• 1 year of BPO/call center experience in healthcare/insurance/outbound retention is advantageous.
• Strong listening, negotiation, and customer engagement skills.
• Able to work flexible shifts, including international time zones if needed.
• Familiarity with CRM tools and basic computer navigation.

Responsibilities

• Conduct outbound calls to existing or former healthcare policyholders to encourage retention or renewal.
• Explain policy features and benefits and offer retention solutions or promotions.
• Maintain high service standards while meeting retention metrics.
• Handle objections and resolve issues to ensure customer satisfaction.
• Document all interactions and updates in the CRM/c call system.
• Stay updated on healthcare product offerings, guidelines, and compliance.
• Collaborate with supervisors and QA teams to improve outcomes.

Skills

Mandarin fluent

English proficient

Customer engagement

Education

Bachelor's degree preferred

Tools

CRM tools

Job description

Mandarin-Speaking CSR - Outbound Retention (Healthcare)

Job Openings Mandarin-Speaking CSR - Outbound Retention (Healthcare)

About the job Mandarin-Speaking CSR - Outbound Retention (Healthcare)

Job Summary:

We are hiring a fluent Mandarin-speaking Customer Service Representative to handle outbound retention calls for a healthcare insurance account. The role is focused on re-engaging customers, addressing concerns, and offering value-based solutions to encourage policy renewals or continued membership. This position requires a customer-focused mindset, excellent communication skills in both Mandarin and English, and the ability to handle sensitive healthcare-related conversations with professionalism and empathy.

Key Responsibilities:

• Conduct outbound calls to existing or former healthcare insurance policyholders to encourage plan retention or renewal.
• Understand customer concerns, explain policy features and benefits, and offer appropriate retention solutions or promotions.
• Maintain excellent service standards while meeting retention goals and performance metrics.
• Handle objections, escalate complex issues when needed, and ensure customer satisfaction.
• Document all customer interactions and updates accurately in the CRM or call system.
• Stay updated on healthcare insurance product offerings, campaign guidelines, and regulatory compliance.
• Work collaboratively with supervisors and quality assurance teams to improve customer outcomes and call handling techniques.

Qualifications:

• Fluent in Mandarin (verbal and written) and proficient in English communication.
• Bachelors degree preferred but not required.
• At least 1 year of BPO or call center experience in a healthcare, insurance, or outbound sales/retentioncampaign is an advantage.
• Strong listening, negotiation, and customer engagement skills.
• Ability to work flexible shifts, including support for international time zones if required.
• Familiarity with CRM tools and basic computer navigation.