Service Coordinator

iSupport Worldwide; Manila; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Free lunch and snacks

Onsite gym

Fitness challenges

Weekly engagement activities

Upskilling academy

Modern facilities

Sleeping quarters and showers

Job summary

iSupport Worldwide is seeking a motivated, independent professional to provide email and phone support to international clients, focusing on US health insurance knowledge and data entry accuracy.

You will respond to inquiries, enrollments, changes, and terminations, maintain documentation, and contribute to process improvements while coordinating with internal teams in Ortigas. The role is on-site with a rotating schedule and weekly off days.

Qualifications

• At least 1 year experience in US health insurance and customer service.
• Excellent English written and verbal communication with a professional image.
• Detail-oriented with a focus on continuous improvement and problem-solving.
• Strong planning and organizational skills with the ability to manage multiple tasks to completion.
• Ability to work independently and as part of a team and maintain confidentiality.

Responsibilities

• Identify and report issues and opportunities for improvement related to processes and procedures.
• Develop and maintain documentation related to Service & Billing processes, including reports, metrics, and improvement plans.
• Answer inquiries via phone and email and process client requests including enrollments, changes, and termination.
• Work with internal and external clients via phone and email to address service inquiries and resolve issues satisfactorily.
• Participate in meetings as needed.
• Stay updated on industry standards and regulations related to US healthcare and customer service.
• Support and sustain a positive work environment that fosters team performance.

Skills

Data entry

Customer service

English proficiency

Microsoft Office

Problem solving

Organizational skills

Teamwork

Education

Bachelor’s degree

Tools

MS Office Suite

Job description

Job Description:

We are looking for a highly motivated, independent, and organized person with great communication and problem-solving skills to provide exceptional service and support to our internal team and clients by responding to inquiries via email and phone and completing service-related tasks. This person will have at least 1 year experience of data entry, and phone and email support serving international customers, preferably with knowledge of US health insurance.

Responsibilities:

• The essential functions include, but are not limited to the following:
• Identify and report issues and opportunities for improvement related to processes and procedures
• Develop and maintain documentation related to Service & Billing processes, including reports, metrics, and improvement plans
• Answer inquiries via phone and email and process client requests including but not limited to enrollments, changes, and termination
• Answer inquiries via phone and email and process client requests including but not limited to enrollments, changes, and termination
• Work with internal and external clients via phone and email to address service inquiries, requests, and resolve issues satisfactorily
• Participate in meetings as needed
• Stay updated on industry standards and regulations related to US healthcare and customer service
• Supporting and sustaining a positive work environment that fosters team performance through own work and behavior
• Performing special tasks and assignments as needed

Required Qualifications:

• Minimum of 1 year work experience specializing in US health insurance and customer service
• Excellent English written and verbal communication skills with the ability to communicate effectively and project a professional image
• Knowledgeable on the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Detail-oriented with a focus on continuous improvement and problem-solving
• Excellent planning and organizational skills with the ability to effectively manage multiple tasks to completion
• Good personal skills with the ability to effectively work and collaborate with individuals or group at all organizational levels and to work independently and as a part of a team
• Ability to maintain confidentiality of sensitive information
• Proficient in Microsoft Office (Word, Excel, Teams, Outlook)
• Willing to work on site (Ortigas) with a shifting schedule (permanent Sat-Sun off)

Preferred Qualifications:

• At least a Bachelors/College Degree, any field; equivalent combination of education and/or experience will be considered (College degree can be specified if needed – Example: Finance, Accounting)
• Minimum of 1 year experience in handling calls and data entry or email support
• Minimum of 2 years experience in a BPO/call center industry

• Free lunch meal, fruits, snacks, and drinks
• Onsite gym with a free professional instructor
• Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
• Weekly engagement activities with prizes that are up to 3,000 PHP
• Free upskilling academy to improve your performance and skillset
• State-of-the-art facilities from toilets to your workstation
• Amenities such as sleeping quarters, game area, chat room, shower room