The Spanish Bilingual Health Care Representative receives and responds to customer inquiries through phone, email, or other communication channels. Provide accurate and relevant information to customers regarding medical products, services, billing, and technical support. Maintain customer records and update them accurately in the system. This position requires the employee to report to the office and work closely with the Operations Team Lead and contributes greatly to the overall satisfaction of our customers, vendors, and business associates.
Summary: Handles all customer inquiries and complaints as appropriate, including Spanish translation calls.
Requirements
Call Handling
● Interacts with customers via text, telephone, email, online chat to provide support and information on an assigned product or service.
● Respond promptly and professionally to inquiries and communications received through any Line of Business (LOB) phone, text message, email, or other customer service departments as operational needs dictate.
● Interacting with team leads and other agents via email, teams and slack to resolve any customer queries.
● Attend continuous training during the work day.
● Ensures that appropriate actions are taken to resolve customers problems and concerns including account changes ensuring accuracy and compliance with company policies.
● Maintains customer account notes and records of customer interactions with details of inquiries, complaints, or comments.
● Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff. Performs other related duties as required and assigned.
DME Messages
● Handle DMR (Daily Management Reports) messages by reviewing and responding to relevant communications from internal teams or clients.
Shipping Reports
● Generate and maintain shipping reports to track order fulfillment and delivery timelines.
Communicate any discrepancies or issues with shipments to relevant departments for resolution.
Benefits
SuperStaff is a comprehensive outsourcing solutions provider offering call center services offshore in the Philippines, nearshore in Colombia, and onshore in the United States. Initially a captive market for its mother company, servicing the health and biopharma sectors for decades, SuperStaff diversified internationally. Three years ago, we managed to grow in size and expand our service portfolio. As we gain competencies in multiple industry verticals, we extend our clout in servicing start-ups and Forbes-ranked enterprises with back-end support and transformative BPO solutions.
