Customer Service Representative

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Customer Service Representative to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!

Account specific roles and responsibilities:

• Respond promptly and professionally to customer inquiries through inbound and outbound phone calls.
• Process patient orders for DME supplies and coordinate delivery confirmations with patients.
• Follow up with healthcare providers by sending authorization requests, order forms, and clinical documentation via email and fax.
• Maintain and update customer records accurately within the customer management portal.
• Document all customer interactions and order-related activities in accordance with company standards.
• Meet or exceed established individual and team performance metrics, including Attendance, Average Handle Time (AHT), Quality Assurance (QA), and Orders Processed.
• Stay current on product information, company policies, procedures, and service standards to ensure accurate and effective customer support.
• Collaborate with internal teams and healthcare providers to resolve order issues and ensure timely order fulfillment.

Requirements

• At least 6 months BPO experience handling a Healthcare Account
• Experience with DME and authorization is a PLUS
• Proficient in using MS Tools
• Good verbal and written English skills
• Must be willing to work on-site in Buendia, Makati
• Amenable working night shifts

Benefits

What can we offer you?

• Competitive salary and benefits
• Health Insurance with free dependents*
• 10%-night differential
• Attendance Bonus
• Paid time off
• Convertible to cash leave credits
• Performance Appraisal
• Work-life balance
• A focus on growing your career path with us
• We encourage you to follow your passions and learn new skills

Our commitment to you

• Strong culture and values-driven leadership
• We create opportunities for you to learn and grow at any stage of your career
• Continuous learning and innovation
• We foster an all inclusive environment where everyone thrives