DIRECTOR for Customer Service, Manila

Description

Key Responsibilities:

Develop and implement customer service strategies and standards
Oversee daily operations of customer service teams (calls, emails, walk-ins)
Ensure timely and effective resolution of member concerns, complaints, and escalations
Monitor performance metrics (e.g., response time, satisfaction ratings) and drive improvements
Collaborate with internal departments (claims, providers, concierge, operations)
Ensure compliance with HMO policies and regulations, including Philippine Health Insurance Corporation guidelines
Lead training, coaching, and development of customer service staff
Handle high-level or sensitive cases involving members or corporate clients
Identify opportunities to enhance customer experience and service efficiency

Qualifications:

Bachelors degree in Medical Allied, Healthcare Management, or related field
At least 58 years of experience in customer service, preferably in HMO/healthcare
Minimum 10 years in a managerial or leadership role
Strong knowledge of HMO operations and customer service best practices

Highlights

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