Round-the-Clock Customer Care Specialist

Fresenius Medical Care AG; Metro Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

Fresenius Medical Care Philippines is seeking a customer service professional to support clients across voice and non-voice channels. You will respond to inquiries, provide accurate information, and document interactions in our systems with data integrity and privacy in mind.

You will strive to meet quality and productivity targets while building professional relationships, escalating complex issues, and collaborating with teams in a fast-paced healthcare environment.

Qualifications

• Minimum 4 years of experience in customer service or contact center
• Strong verbal and written communication skills
• Proficient in Microsoft Office and other business systems
• Excellent problem-solving, organizational, and time management skills
• Ability to manage multiple priorities in a fast-paced environment

Responsibilities

• Respond to customer inquiries, requests, and service-related concerns through voice and non-voice channels in a timely, professional manner
• Provide accurate, complete information regarding products, services, policies, billing, and processes while ensuring compliance
• Demonstrate active listening, empathy, and effective communication to understand customer needs and de-escalate situations
• Meet or exceed performance metrics including quality, productivity, and customer satisfaction
• Document all customer interactions and follow-up activities accurately in company systems
• Investigate and resolve concerns using available tools and guidelines, escalating when needed
• Escalate complex issues to appropriate teams with proper ownership and follow-through
• Manage multiple interactions simultaneously in a fast-paced environment
• Support back-office and administrative functions as assigned
• Maintain professional relationships and adhere to privacy and confidentiality guidelines
• Collaborate with team members and cross-functional partners to resolve issues and achieve objectives
• Maintain up-to-date knowledge of products, services, and processes through ongoing learning
• Identify pain points and provide feedback to improve customer experience and efficiency
• Demonstrate flexibility with shifts, queues, channels, and special projects
• Uphold attendance, productivity, and quality standards

Skills

Customer service experience

Verbal communication

Written communication

MS Office

Problem solving

Time management

Multitasking

Education

High School Diploma

Associate degree preferred

Tools

Microsoft Office Suite

Job description

Fresenius Medical Care Philippines is seeking a customer service professional to support clients across voice and non-voice channels. You will respond to inquiries, provide accurate information, and document interactions in our systems with data integrity and privacy in mind.

You will strive to meet quality and productivity targets while building professional relationships, escalating complex issues, and collaborating with teams in a fast-paced healthcare environment.