Mandarin Technical Customer Care Specialist

J-K Netwok Services; Taguig; Hybrid; PHP 1,625,000 - 1,946,000; Full time

Benefits offered by this job

HMO + 2 dependents for Free (Day 1)

Life Insurance (Day 1)

Leave credits: 12 VL and 12 SL (cash)

Discount for Company products

Monthly Allowances: Php 9,400 (Taxable

Annual Merit Increase

13th Month Pay

Government Mandated Benefits

Job summary

J-K Netwok Services is seeking a Mandarin Technical Customer Care Specialist in Taguig. You will handle inbound calls and emails, perform first-line technical troubleshooting, and document resolutions.

The role requires Mandarin and English proficiency, a relevant science/healthcare degree, and at least three years in medical or technical customer support. The work setup starts onsite for six months with a hybrid option (one day work from home per week).

Qualifications

• Must be fluent in Mandarin and English.
• Bachelor’s degree or certificate in Science, Healthcare, Nursing or related field.
• Minimum of 3 years in medical/clinical or customer-facing technical support.

Responsibilities

• Handle inbound calls and emails with professional, positive assistance.
• Review and manage shared mailboxes and respond per procedures.
• Provide first-level technical troubleshooting and guide customers to resolutions.
• Document customer issues, investigations and resolutions clearly.
• Communicate investigation results via reports and updates with KPI alignment.
• Develop SME knowledge on products and processes; support training activities.

Skills

Mandarin fluency

English fluency

Customer support

Analytical skills

Technical writing

Education

Bachelor’s degree in relevant field

Tools

MS Word

PowerPoint

Excel

Outlook

Job description

Company Profile

A well-established global organization in the healthcare sector, committed to delivering quality solutions about medical and healthcare products and services to customers across different markets. With a growing presence in the Philippines, the company is looking for a Mandarin Bilingual professional to become part of its dynamic and diverse team.

Position

Mandarin Technical Customer Care Specialist

Industry

American Healthcare Company

Location

BGC, Taguig City

Schedule

Dayshift Schedule

Salary

Php 160, 000

Work Set-up

Full Onsite for the first 6 months | Hybrid — 1 Day Work From Home per Week

BENEFITS

• HMO + 2 dependents for Free (Day 1)
• Life Insurance (Day 1)
• Leave credits: 12 VL and 12 SL (convertible to cash) (Day 1)
• Discount for Company products
• Monthly Allowances: Php 9,400 (Taxable) included in Package
• Annual Merit Increase
• 13th Month Pay
• Government Mandated Benefits
• Other benefits will be discussed by the company

REQUIREMENTS OF THE JOB

• Open to Filipinos and Filipino-Chinese who are proficient in Mandarin and English.
• Bachelor’s degree, diploma, or certificate in a relevant field such as Science, Biomedical, Healthcare, Nursing, Engineering, or Medical Transcription.
• Having at least 3 years of experience in a medical/clinical environment or customer-facing technical support role in a related industry.
• Having strong analytical and problem-solving skills, with the ability to resolve complex technical issues.
• Excellent technical writing and documentation skills, with proficiency in MS Word, PowerPoint, Excel, and Outlook.
• Ability to work independently, manage multiple priorities, adapt to changes, and perform effectively in a fast-paced environment.

RESPONSIBILITIES OF THE JOB APPLICATION

• Handle inbound customer calls and emails, providing professional and supportive assistance while ensuring a positive customer experience.
• Review, prioritize, and manage shared mailboxes, ensuring customer inquiries and complaints are addressed promptly and according to procedures.
• Provide first-level technical troubleshooting by analyzing issues, identifying root causes, and guiding customers toward appropriate resolutions.
• Accurately document customer complaints, inquiries, investigations, and resolutions in accordance with quality and regulatory requirements.
• Clearly communicate investigation results and technical information through written reports and verbal updates while meeting response and resolution KPIs.
• Develop and maintain Subject Matter Expertise (SME) on assigned products, processes, and systems, while supporting knowledge sharing and training activities.
• Support the Technical Support Team Lead/Supervisor by coordinating workloads, assisting team members, escalating complex or country-specific issues, and contributing to process improvements.

Recruitment Process

• Paper Screening
• Initial Interview with TA
• Onsite Assessment (Written Assessment in Mandarin + English)+ Onsite HM Interview
• Language Assessment (Panel Interview)
• Job Offer