job description
Join Integrated Health Plans as a Mandarin-Speaking Customer Service Officer in our dynamic call centre team based in Bali. This role is perfect for fluent Mandarin speakers who are passionate about delivering exceptional customer service and thrive in a fast-paced, multicultural environment.
As a key member of our customer support team, you will serve as the first point of contact for Mandarin-speaking clients, ensuring their inquiries, concerns, and requests are handled with professionalism, efficiency, and empathy. Your ability to communicate clearly in both Mandarin and English will be instrumental in building strong customer relationships and enhancing satisfaction.
This is a fantastic opportunity to grow your career in the healthcare customer service sector while enjoying the vibrant lifestyle of Bali. If you are a detail-oriented, solution-driven individual with a passion for helping others, we invite you to apply and become part of our mission to provide outstanding service.
Responsibility
- Handle incoming and outgoing calls, emails, and live chats from Mandarin-speaking clients in a professional and timely manner.
- Provide accurate information and solutions to customer inquiries regarding health plans, policies, and services.
- Document all customer interactions, transactions, and feedback in the CRM system with meticulous attention to detail.
- Collaborate with cross-functional teams to resolve complex customer issues and escalate cases as needed.
- Meet and exceed targeted service level agreements (SLAs) for response times, resolution rates, and customer satisfaction.
- Identify recurring customer concerns and proactively suggest improvements to enhance service quality.
- Maintain up-to-date knowledge of company products, services, and industry regulations to provide accurate support.
- Uphold a positive and empathetic tone in all communications to ensure a superior customer experience.
Qualifications
- Fluency in Mandarin (written and spoken) is mandatory; proficiency in English is required.
- Minimum 1-2 years of experience in a call centre, customer service, or related role, preferably in the healthcare or insurance industry.
- Strong communication, active listening, and problem-solving skills with a customer-centric approach.
- Ability to work under pressure, manage multiple tasks, and adapt to changing priorities in a fast-paced environment.
- Proficiency in using CRM systems, Microsoft Office, and other customer service software.
- High school diploma or equivalent; a bachelor’s degree in Business, Communications, or a related field is a plus.
- Excellent time management and organizational skills with a keen eye for detail.
- Willingness to work flexible hours, including weekends or public holidays, as per business needs.