THE OPPORTUNITY

Our partner, a leading American provider of independent medical exams, peer reviews, bill reviews, Medicare compliance, and related services, is hiring for Customer Service Specialist to be part of their Philippines team! For more than 35 years, the team has created innovative technology and processes that enable more efficient record retrieval, online record ordering, and e-summary.

As the Customer Service Specialist, you will report to the US Manager and handle both internal and external customer inquiries. This role has a night shift (11pm to 8am) on weekdays based in BGC, Taguig and full onsite during probation.

KEY RESPONSIBILITIES

• Respond to client inquiries about order status via email or phone, based on preference and urgency. Log all client issues, contacts, and resolutions.
• Monitor client base to prevent satisfaction concerns or order delays. Communicate delays and reasons to clients, coordinating additional information as needed.
• Ensure written communication clearly explains situations, modifying canned statuses if necessary. Use spell-check before sending emails or status letters.
• Review cancellations and settled orders for appropriate closing statements before routing to Production.
• Validate work orders from the Retrieval Department before contacting clients, ensuring compliance procedures are followed.
• Handle Special Circumstance Orders (SCOs) with tight deadlines and special instructions.
• Perform internet research to locate contact information, offer subpoena options for clients, and monitor Work In Progress for new and sensitive client orders using reporting tools.

SKILLS, EXPERIENCE & QUALIFICATION

• Bachelor’s degree in a related field.
• Prior work experience as a US Customer Service Representative or similar in a medical, legal, or insurance claims office is required
• Experience in handling high call volume and excellent telephone communication & customer service skills
• Advanced written and verbal English Language; proficient in reading, analyzing, and interpreting correspondence and records; clear and informative writing with strong editing skills.

ASW OFFERS

• A diverse, inclusive, and supportive company culture.
• Competitive remuneration.
• Opportunity to collaborate and work with global clients and stakeholders.
• Medical benefits.
• Great Paid Leave entitlements.
• Team outings, travel opportunities, company parties/events, and other exciting activities.
• Exposure to an international environment, working with people across Malaysia, Vietnam, Thailand, the Philippines, and Australia.
• Industry and role-related training.
• Ongoing career opportunities.

Please refer to job description.