Job Description

We are hiring a fluent Mandarin-speaking Customer Service Representative to handle outbound retention calls for a healthcare insurance account. The role is focused on re-engaging customers, addressing concerns, and offering value-based solutions to encourage policy renewals or continued membership. This position requires a customer-focused mindset, excellent communication skills in both Mandarin and English, and the ability to handle sensitive healthcare-related conversations with professionalism and empathy.

Key Responsibilities:

• Conduct outbound calls to existing or former healthcare insurance policyholders to encourage plan retention or renewal.
• Understand customer concerns, explain policy features and benefits, and offer appropriate retention solutions or promotions.
• Maintain excellent service standards while meeting retention goals and performance metrics.
• Handle objections, escalate complex issues when needed, and ensure customer satisfaction.
• Document all customer interactions and updates accurately in the CRM or call system.
• Stay updated on healthcare insurance product offerings, campaign guidelines, and regulatory compliance.
• Work collaboratively with supervisors and quality assurance teams to improve customer outcomes and call handling techniques.

Qualifications:

• Fluent in Mandarin (verbal and written) and proficient in English communication.
• Bachelors degree preferred but not required.
• At least 1 year of BPO or call center experience in a healthcare, insurance, or outbound sales/retentioncampaign is an advantage.
• Strong listening, negotiation, and customer engagement skills.
• Ability to work flexible shifts, including support for international time zones if required.
• Familiarity with CRM tools and basic computer navigation.