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Mandarin Speakers

1 Year or Less

High School Graduates are Welcome

With business certificates

Established in 2005
5001-10,000 Employees

Skyrise Alpha Cebu Business Park, Luz, Cebu City, Cebu

Total vacancies for this job title : 5

Posted On: May 10, 2021

Job ID: 377172


Customer Experience Associate II (Mandarin Speaker)
A customer-focused individual who serves as the primary resource for customers contacting the Information Center regarding products and services. The Forms Processor/Documentation Specialist utilizes his/her healthcare experience and product/disease state training to effectively and consistently communicate specific product and/or disease state information via e-mail and other written/digital communication. The variety of subjects handled is extensive (e.g., product information, pricing, patient education materials, product quality complaints, adverse experiences and more).
Customer Care Associate, utilizes excellent communication and organizational skills while working independently in a call center environment. They must be able to build rapport with customers, both internal and external, establishing and maintaining customer relationships, while responding to customers' inquiries. 
Additionally, the Customer Care Associate may contribute to outbound initiatives, making contact with customers to clarify information received on phone and non-phone inquiries. 
  • Evaluate, respond to and/or escalate phone and/or non-phone customer inquiries as appropriate.
  • Provide product and disease state information covering both on and off label information within the guidelines of Standard Responses
  • Provide world-class customer service and immediate resolution to inquiries
  • Effectively and consistently communicate messages, product information and/or specific offers to physicians, health care staff and/or consumers via email, digital, written and/or occasional outbound tele-service communication.
  • Comply with all industry regulations including adverse event and product quality processes
  • Manage all assigned project work in a timely manner
  • Maintain up-to-date knowledge of product, medical, disease and industry information
  • Obtain pertinent customer information and record customer interactions in appropriate systems
  • Interact with team members to manage a broad number of product, medical and business issues and share best practices 
  • Handling of PHI and other sensitive and/or confidential business and medical information
  • 6 - 12 months experience in a call center and customer service environment
  • Preferred fluent in English and Mandarin (able to read, write and speak the language)
  • Demonstrated competency using information technology, PCs and databases
  • Excellent verbal, telephone communication and written skills required
  • Ability to multitask, good organizational and time management skills
  • Good problem solving and decision-making skills
  • Good interpersonal skills with team player attitude
  • A graduate of any 4-year college program (BS or BA)

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