Mandarin-Speaking CSR - Outbound Retention (Healthcare)
Comercial Navero y Elvira Pol. Ind. Postuero - Nave 7-8
Date: 16 hours ago
City: Mandaluyong City
Contract type: Full time
Job Summary:
We are hiring a fluent Mandarin-speaking Customer Service Representative to handle outbound retention calls for a healthcare insurance account. The role is focused on re-engaging customers, addressing concerns, and offering value-based solutions to encourage policy renewals or continued membership. This position requires a customer-focused mindset, excellent communication skills in both Mandarin and English, and the ability to handle sensitive healthcare-related conversations with professionalism and empathy.
Key Responsibilities:
We are hiring a fluent Mandarin-speaking Customer Service Representative to handle outbound retention calls for a healthcare insurance account. The role is focused on re-engaging customers, addressing concerns, and offering value-based solutions to encourage policy renewals or continued membership. This position requires a customer-focused mindset, excellent communication skills in both Mandarin and English, and the ability to handle sensitive healthcare-related conversations with professionalism and empathy.
Key Responsibilities:
- Conduct outbound calls to existing or former healthcare insurance policyholders to encourage plan retention or renewal.
- Understand customer concerns, explain policy features and benefits, and offer appropriate retention solutions or promotions.
- Maintain excellent service standards while meeting retention goals and performance metrics.
- Handle objections, escalate complex issues when needed, and ensure customer satisfaction.
- Document all customer interactions and updates accurately in the CRM or call system.
- Stay updated on healthcare insurance product offerings, campaign guidelines, and regulatory compliance.
- Work collaboratively with supervisors and quality assurance teams to improve customer outcomes and call handling techniques.
- Fluent in Mandarin (verbal and written) and proficient in English communication.
- Bachelors degree preferred but not required.
- At least 1 year of BPO or call center experience in a healthcare, insurance, or outbound sales/retentioncampaign is an advantage.
- Strong listening, negotiation, and customer engagement skills.
- Ability to work flexible shifts, including support for international time zones if required.
- Familiarity with CRM tools and basic computer navigation.
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