Bilingual Customer Service Representative

Functions & Job Responsibilities
Educates members, family, providers, and caregivers regarding benefits and plan options.
Provides follow-up with members by clarifying the customer’s issue, determining the cause, and identifying and explaining the solution. Escalates appropriate member issues to management or other departments as required.
Provides follow-up with members by clarifying the customer’s issue, determining the cause, and identifying and explaining the solution. Escalates appropriate member issues to management or other departments as required.
Follows policies and procedures and job aids in order to maintain efficient and compliant operations; communicates suggestions for improvement and efficiencies to management; identifies and reports problems with workflows following proper departmental procedures; actively participates in departmental staff meetings and training sessions.
Documents transactions by completing applicable member forms, summarizing actions taken in the appropriate computer system, and following standards set by the department or other authorized individuals.
Ability to work in an environment where continuous coaching and feedback is the standard practice.

Qualifications:
High school diploma or equivalent, Bachelor’s Degree preferred
No BPO experience required
Bilingual in Cantonese, Mandarin, Vietnamese, and Korean may be required.
Exceptional customer service skills, including verbal and written communication
Ability to remain calm and courteous when handling upset members offering solutions to their problems and knowing when to escalate the call
Must be willing and able to work weekends and night shift
Must be willing to work onsite in Ortigas