URGENT| Customer Service Representative | Healthcare Account

HCL Technologies Philippines Inc; Taguig; On-site; PHP 268,000 - 402,000; Full time

Job summary

HCL Technologies Philippines Inc is seeking an onsite Customer Support Specialist to provide accurate information and resolutions to customer inquiries. The role emphasizes meeting SLAs, maintaining high CSAT, and working effectively in a team and independently.

Candidates should have at least 1 year of international BPO experience with healthcare account exposure preferred. The position requires adaptability to shifting schedules and a dynamic, fast-paced environment.

Qualifications

• 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 skills

Customer service

Problem solving

Multitasking

Adaptability

Onsite work

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.