Customer Service Representative

Benefit Customer Service Representative Location: Manila Office. full RTO Employment Type: Seasonal (with potential for full-time opportunities) The Role As a Benefit Customer Service Representative, you will have the rewarding opportunity to help client members through the enrollment process and when making updates to their health care and/or pension plans. You will start with one client and, with dedication, be cross-trained to assist multiple clients. Daily work involves phone calls, webchat conversations, and email support. We provide a professional service center environment where your dedication will be recognized. This is an onsite role in our Manila office. While seasonal, high performers may be invited to continue supporting other clients or be offered full-time opportunities. Key Responsibilities Build rapport and respond to customers compassionately, exceeding expectations via phone, email, and instant messaging. Customize service approaches to different communication styles while maintaining professionalism and diplomacy. Handle confidential information with sensitivity in compliance with HIPAA, Data Privacy laws, and company security requirements. Translate complex health, welfare, and pension terms into simple explanations customers can act upon. Read and interpret client plan documents and knowledgebase tools to address immediate requests and anticipate future needs. Demonstrate compliance with company and client procedures, providing accurate information. Maintain complete and professional call and case notes. Participate in team meetings and training sessions. Spend significant time assisting customers directly. Perform other duties as assigned. Requirements Excellent English communication skills (verbal and written, grammatically correct). 1–3 years of inbound customer service experience in a service center. Strong computer skills with ability to toggle between multiple systems/windows. Analytical and problem-solving skills to assess member concerns and provide resolutions. Ability to work in a structured environment, following protocols. High attention to detail, multitasking, and organizational skills. Proficiency in Microsoft Office; ability to manage multiple open windows while assisting customers. Self-motivated and able to work autonomously in a team environment. Ability to follow oral and written instructions. Excellent attendance and punctuality. Experience in a global/matrixed customer service environment. Preferred Qualifications Working knowledge of health and welfare and/or defined benefit pension plans. Associate or Bachelor’s Degree.