CSR - Local Account

BASIC FUNCTIONS

• Responsible for answering customer questions and taking care of customer complaints, with the goal of ensuring a positive customer experience.
• To provide support for the company’s products and services, take order requests, answer questions, and resolve complaints.

PRIMARY DUTIES AND RESPONSIBILITIES:

1. Handles customer services calls under below departments;

• Contact Center Department, Medilink Helpdesk and/or to any campaign they will be assigned to as needed by operations

1. Handles customer service inquiries;

• General Inquiry, General Informations, and the like,

1. Handle generation of approvals;

• Generation of approvals to any campaign under the Service Delivery and Engagement unit they will be assigned to such as but not limited to OP, IP, Dental etc.
• Reads, understands, assesses and translates medical documents correctly.

1. Reviews and handles each call with a very high degree of attention to detail.

• Any information released by the agent will be considered good as applied coverage by the caller/members

1. Meets performance metrics stipulated on the KRA and scorecard for agents in terms of accuracy of reports, calls per minute and quality, and other metrics that will be added on the performance need of the campaign or program
2. Comply with the organization’s information security and data privacy policies, procedures, and guidelines to ensure the protection of sensitive data, safeguarding the confidentiality, integrity, and availability of all information. This includes adhering to established protocols for securely handling, storing, and transmitting data while ensuring compliance with applicable legal and regulatory requirements
3. Attend mandatory annual Information Security (InfoSec) and Data Privacy Act (DPA) awareness training to stay informed about the latest security practices and maintain compliance with relevant obligations
4. Performs other functions related, analogous, and pertinent to the preceding enumeration as may be assigned by superiors from time to time

QUALIFICATIONS:

1. Graduate of any four year medical or non medical allied courses

2. Registered or Non Registered medical allied with clinical or non clinical experience

3. Fresh Graduates of any 4 year course (Both Medical and Non-Medical)

4. Medical Allied undergraduates with Anatomical class exposure

Language:

• Tagalog
• English
• TagLish