Job description
Join TotalCare Walk-In Clinic as a Bilingual Mandarin Support Representative and become part of a growing global team delivering exceptional customer experiences. This permanent remote role lets you work from home in Manila while supporting Mandarin-speaking customers with professionalism, empathy, and efficiency.
As a Mandarin CSR, you will be the first point of contact for inquiries across phone, email, and chat. You will help customers navigate medical services, scheduling, billing questions, and product information with clear, accurate, and friendly communication. You will document interactions in our CRM, track case details, and ensure timely resolutions.
What we offer: competitive PHP salary with full-time stability, permanent remote work, and ongoing career development opportunities in a multinational setting. You will join a supportive team that values quality service, data privacy, and compliance with local regulations.
Key benefits include flexible scheduling, paid training, performance-based incentives, and opportunities to advance into senior support or team leadership roles as you grow your Mandarin language proficiency and product knowledge.
Ideal candidates are highly organized problem-solvers with a passion for helping others, comfortable working in a fast-paced environment, and able to maintain composure under pressure. Fluency in Mandarin and English is required, as well as a reliable home office setup and a broadband internet connection.
Responsibility
- Handle Mandarin-speaking customer inquiries via phone, email, and live chat with professionalism and empathy.
- Provide accurate information about TotalCare services, appointment scheduling, billing, and product offerings.
- Own customer issues from start to resolution, guiding users through processes and policies.
- Document all interactions precisely in the CRM and maintain up-to-date case notes.
- Collaborate with cross-functional teams including medical staff, billing, and support operations to resolve complex queries.
- Meet or exceed quality metrics such as average handling time, first contact resolution, and customer satisfaction scores.
- Escalate unresolved issues to appropriate teams, ensuring timely follow-up and clear communication with customers.
- Adhere to data privacy, security standards, and company policies while handling sensitive information.
Qualification
- Fluent in Mandarin (spoken and written) with strong English communication skills.
- Minimum of 1-2 years of customer service or call center experience; healthcare/medical support is a plus.
- Excellent verbal and written communication, active listening, and problem-solving abilities.
- Ability to work remotely with a reliable internet connection and a quiet, distraction-free workspace.
- Strong multitasking, time-management, and organizational skills.
- Proficiency with CRM systems, ticketing tools, and basic computer literacy.
- High school diploma required; bachelor's degree or relevant certification preferred.
- Willingness to work in flexible shift schedules to support a global customer base.