Customer Service (Mandarin/Cantonese Speaking)

Job Description

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.

项目概况：

我们的客户是一家总部位于美国的医疗公司，提供敏感的医疗服务，融合传统治疗方法与现代医学治疗，旨在为不同社区提供定制化的医疗服务。该公司促进整体健康，致力于通过整体护理方法提升会员的身心健康。

WHAT YOU WILL BE DOING: 您的职责：

• Help members, families, and providers understand healthcare benefits and plans, explaining them clearly via phone, email, or in person. 帮助会员、家庭和服务提供者理解医疗福利和计划，通过电话、电子邮件或面对面进行清晰的解释。

• Solve members' issues by finding the cause and explaining the solution. Escalate complex problems to management when needed. 通过找出问题原因并提供解决方案来解决会员的问题。在需要时，将复杂问题升级给管理层。

• Participate in calls to help retain members. 参与电话沟通，帮助留住会员。

• Follow policies and suggest improvements for smoother operations, actively engaging in meetings and training. 遵守政策并提出改进意见，积极参与会议和培训，推动运营更加顺畅。

• Comply with all healthcare regulations and maintain confidentiality. 遵守所有医疗法规，确保保密性。

• Accurately document member interactions in the system. 准确记录会员互动信息。

• Be open to regular feedback and coaching for improvement. 乐于接受定期反馈与辅导，以改进工作表现。

• Perform other tasks as needed. 完成其他相关任务。

Job Requirement

WHAT WE ARE LOOKING FOR: 我们在寻找的人才： 

• Great English communications skills and fluent in either one of the languages: Cantonese, Mandarin is required. 客户服务（粤语/普通话）：基本的英语沟通能力，且能够熟练使用粤语或普通话之一。 

• Customer service experience is preferred but not mandatory. 客户服务经验优先，但不是必须的。 

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: 

我们提供的福利：我们公正待人，尊重每个人，保持健康的生活与工作视角，营造积极和愉快的工作环境，提供如下吸引人的福利： 

• Attractive salary and Performance bonus of up to 50% of the monthly salary after successful project completion. 有竞争力的薪资，项目成功完成后，绩效奖金可高达月薪的50% 

• Taxi allowance is provided to ensure your safety when commuting to the office during late-night shifts （starting from 00:00)。 我们提供出租车补贴，以确保您在深夜轮班（从午夜00:00开始）通勤时的安全 

• Professional working environment 专业的工作环境。 

WORK LOCATION: Onsite at 9th Floor, Ree Tower, 9 Doan Van Bo, Ward 13, District 4, Ho Chi Minh City 工作地点：胡志明市第 4 郡第 13 坊 Doan Van Bo 9 号 Ree 大厦 9 楼现场 

WORKING HOURS: 工作时间： 

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

• 此职位需要与美国客户直接互动，工作时间需与美国时区对接。 

• The shift runs from 11 PM to 8 AM (GMT+7), Monday through Sunday.  

• 工作班次为晚上11点至早上8点（GMT+7），周一至周日。 

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

• 您将被安排8小时的工作班次，每周工作5天，休息2天。 

ONBOARDING DATE: January 2025 入职日期：2025年1月