Customer Service Executive – 4 months (Mandarin/Cantonese/Korean/English)

PROJECT BRIEF:  

Our client is a US-based healthcare company which provides sensitive healthcare services tailored to diverse communities by blending traditional healing methods with modern medical treatments. They promote overall wellness and aim to enhance members’ physical and mental well-being through a holistic care approach. 

WHAT YOU WILL BE DOING:  

• Help members, families, and providers understand healthcare benefits and plans, explaining them clearly via phone, email, or in person. 

• Solve members’ issues by finding the cause and explaining the solution. Escalate complex problems to management when needed. 

• Participate in calls to help retain members. 

• Follow policies and suggest improvements for smoother operations, actively engaging in meetings and training. 

• Comply with all healthcare regulations and maintain confidentiality. 

• Accurately document member interactions in the system. 

• Be open to regular feedback and coaching for improvement. 

• Perform other tasks as needed. 

 WHAT WE ARE LOOKING FOR: 

1. Education and Experience: 

• Diploma, college, or university degree required 

• 2+ years of customer service experience preferred 

• Experience in healthcare management or call center settings is highly valued

2. Skills: 

• Bilingual in English and either one of the languages: Cantonese, Mandarin, Vietnamese, Korean, may be required. 

• Exceptional customer service skills, including verbal and written communication 

• Strong active listening skills 

• Ability to collaborate and be a team player 

• Must be a quick learner 

• Ability to remain calm and courteous when handling upset members and offering solutions to their problems and knowing when to escalate the call 

• Ability to listen, talk, and type at the same time. 

• Proficiency with Microsoft Office (Word, Excel, Outlook) 

• Type 40 wpm. 60 wpm preferred 

• Familiarity with Centers for Medicare and Medicaid Services (CMS) regulations is highly preferred 

WHAT WE OFFER: We treat people fairly and with dignity, keeping a healthy perspective about life and work and fostering a positive and enjoyable work environment with appealing benefits as below: 

• Attractive salary, sign-on bonus and performance bonus at the end of the project 

• Professional working environment 

WORK LOCATION: 9th Floor, Ree Tower, 9 Doan Van Bo, Ward 13, District 4, Ho Chi Minh City. 

WORKING HOURS:  

• This position involves direct interaction with clients in the US, requiring work hours to align with the US time zone.  

• The shift runs from 8 PM to 8 AM (GMT+7), Monday through Sunday.  

• You will be scheduled for 8-hour shifts, working 5 days per week, with 2 days off each week.  

• We welcome talents to apply via recruitment@innovatureinc.com