Davao Finance - Customer Experience Advisors - August 2026
On-siteDavao, Davao Region, Philippines
Job Summary
Address billing, coverage, and provider questions while ensuring compliance with security and verification protocols. Leverage the knowledge management system to accurately explain plan details, verify in-network providers, and confirm prescription coverage for callers. De-escalate upset customers by actively listening, uncovering concerns, and offering solutions to help members make informed decisions. Document all interactions thoroughly in the CRM and consistently meet quality and efficiency targets. This role requires 6+ months of customer service experience, strong English proficiency, and the ability to handle sensitive health-related discussions with empathy.
Required Qualifications
- 6+ Months of Customer Service Experience
- Prior call center or healthcare/insurance experience is highly preferred
- Strong English Proficiency: Able to read, speak, and understand English fluently, especially for complex health-related discussions
- Empathy & Patience: Comfortable addressing sensitive issues and de-escalating upset callers with compassion
- Critical Thinking & Problem-Solving: Proven ability to analyze situations and provide practical solutions
- Computer & Multitasking Skills: Capable of navigating multiple systems while engaging with callers
- Experience with KPIs: Familiarity with performance targets such as quality, customer satisfaction, and handle time
- Active Listening: Skilled at paraphrasing caller concerns to ensure clarity and effective resolution
- Proactive, Solutions-Oriented Approach: Eager to help, anticipating member needs and offer next steps
- Professional Etiquette: Courteous, dependable, and reliable demeanor
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