URGENT| Customer Service Representative | Healthcare Account

HCL Technologies Philippines Inc; San Juan; On-site; PHP 246,000 - 379,000; Full time

Job summary

HCL Technologies Philippines Inc. is seeking a customer support representative to provide accurate information to customers and resolve inquiries in line with SLAs.

You will work both independently and as part of a team to maintain quality standards and ensure customer satisfaction. Candidate should have at least 1 year of international BPO experience, healthcare account exposure preferred, and be willing to work shifting schedules onsite in Metro Manila.

Qualifications

• At least 1 year of experience in an international BPO account.
• Healthcare account experience is preferred but not required.
• Excellent communication and customer service skills.
• Strong problem-solving and multitasking abilities.
• Ability to work in a fast-paced environment and adapt to changing business needs.
• Willing to work on shifting schedules and onsite.

Responsibilities

• Provide prompt and accurate information to customers regarding their inquiries and concerns.
• Resolve customer issues in accordance with established Service Level Agreements (SLAs).
• Handle customer interactions professionally while meeting quality and compliance standards.
• Work independently and efficiently to achieve productivity and performance targets.
• Demonstrate strong comprehension skills to understand customer needs and provide appropriate solutions.
• Maintain attendance, login hours, and adherence to schedule requirements as defined by the process.
• Meet or exceed SLA, productivity, and quality performance targets.
• Continuously improve skills through self-development initiatives, training programs, and skill revalidation assessments.
• Contribute to process improvements and support innovation initiatives.
• Collaborate effectively with team members and encourage a positive team environment to achieve common goals.
• Consistently meet or exceed Customer Satisfaction (CSAT) targets established by the process.

Skills

Communication

Customer service

Problem solving

Multitasking

Team collaboration

Job description

To provide accurate information and support to customers regarding their inquiries and concerns. The role requires resolving customer issues within defined Service Level Agreements (SLAs), ensuring customer satisfaction, and maintaining quality standards while working effectively both independently and as part of a team.

Key Responsibilities

• Provide prompt and accurate information to customers regarding their inquiries and concerns.

• Resolve customer issues in accordance with established Service Level Agreements (SLAs).

• Handle customer interactions professionally while meeting quality and compliance standards.

• Work independently and efficiently to achieve productivity and performance targets.

• Demonstrate strong comprehension skills to understand customer needs and provide appropriate solutions.

• Maintain attendance, login hours, and adherence to schedule requirements as defined by the process.

• Meet or exceed SLA, productivity, and quality performance targets.

• Continuously improve skills through self-development initiatives, training programs, and skill revalidation assessments.

• Contribute to process improvements and support innovation initiatives.

• Collaborate effectively with team members and encourage a positive team environment to achieve common goals.

• Consistently meet or exceed Customer Satisfaction (CSAT) targets established by the process.

Qualifications

• At least 1 year of experience in an international BPO account.

• Healthcare account experience is preferred but not required.

• Excellent communication and customer service skills.

• Strong problem-solving and multitasking abilities.

• Ability to work in a fast-paced environment and adapt to changing business needs.

• Willing to work on shifting schedules and onsite.