Client Care Representative

JOB SUMMARY

The Call Taker serves as a primary point of contact for passengers, members, healthcare facilities, transportation providers, drivers, and other stakeholders requiring assistance with transportation services.

This position is responsible for managing inbound and outbound calls, identifying callers' needs, providing accurate information, assisting with transportation requests and trip-related concerns, documenting interactions, and coordinating with the appropriate operational teams when additional assistance is required.

KEY RESPONSIBILITIES1. Call Handling & Customer Service

• Answer and manage a high volume of inbound and outbound calls professionally, accurately, and efficiently.
• Serve as a primary point of contact for passengers, members, healthcare facilities, transportation providers, drivers, and other stakeholders.
• Identify callers' needs through active listening, appropriate questioning, and verification of relevant information.
• Provide accurate and timely information regarding transportation services, trip status, schedules, service procedures, and applicable policies.
• Communicate clearly and professionally while ensuring callers understand the information and next steps provided.
• Demonstrate patience, empathy, professionalism, and courtesy during every customer interaction.
• Effectively manage difficult, frustrated, or concerned callers while remaining calm and focused on appropriate resolution.
• Maintain a customer-focused approach while balancing service quality, accuracy, compliance, and call-handling efficiency.

2. Transportation & Trip Support

• Assist passengers, members, healthcare facilities, and other authorized stakeholders with transportation requests, trip inquiries, bookings, scheduling concerns, and other service-related needs.
• Verify critical trip information, including passenger/member details, pickup and drop-off locations, appointment times, contact information, mobility requirements, transportation needs, and other relevant details.
• Assist with trip status inquiries, estimated arrival information, transportation provider coordination, driver-related concerns, and other operational questions when applicable.
• Process or coordinate trip cancellations, modifications, rescheduling requests, no-shows, late pickups, and other transportation-related situations according to established procedures.
• Identify time-sensitive or urgent transportation concerns and promptly escalate them to Dispatch, Scheduling, Operations, Client Care, or Management, as appropriate.
• Ensure transportation requests and trip-related transactions are handled in accordance with applicable client requirements, NEMT/PACE guidelines, operational procedures, and company standards.
• Confirm critical information before completing transportation requests or making changes to existing trips.

3. Documentation & System Management

• Accurately document calls, transportation requests, concerns, actions taken, escalations, and resolutions in the designated system or call center platform.
• Enter, verify, and update passenger/member information, trip details, transportation requirements, and other relevant records accurately and promptly.
• Review information for accuracy, completeness, and consistency before completing transactions or requests.
• Properly categorize, disposition, and document calls according to established call-handling procedures.
• Maintain clear, objective, and professional documentation that supports operational follow-up and service continuity.
• Maintain accurate records to support Quality Assurance, compliance, reporting, auditing, and operational review.
• Protect confidential passenger/member, client, employee, and company information in accordance with company policies and applicable privacy and confidentiality requirements.
• Use designated call center, communication, scheduling, CRM, and transportation management systems appropriately.

4. Issue Resolution & Escalation

• Research and resolve routine customer and transportation-related concerns within established procedures and assigned authority.
• Identify issues requiring additional operational support and route or escalate them to the appropriate department.
• Coordinate with Dispatch, Scheduling, Client Care, Transportation Providers, Drivers, Quality Assurance, and Operations to resolve service-related concerns.
• Follow established escalation procedures for late or missed trips, service delays, incorrect transportation arrangements, passenger complaints, provider concerns, safety-related situations, and other urgent matters.
• Clearly communicate relevant information during escalations to ensure the receiving team understands the issue, actions already taken, and required next steps.
• Follow up on assigned or unresolved concerns when required to support timely and appropriate resolution.
• Immediately escalate safety concerns, emergencies, or situations outside the Call Taker's scope of authority according to established protocols.

5. Quality, Productivity & Performance

• Meet established individual and team performance expectations, including call quality, productivity, documentation accuracy, attendance, punctuality, schedule adherence, and customer service standards.
• Balance efficient call handling with accurate documentation and high-quality customer service.
• Follow approved call flows, scripts, Standard Operating Procedures (SOPs), escalation protocols, and client-specific requirements.
• Maintain consistent quality and accuracy across customer interactions and system documentation.
• Participate in coaching sessions, training programs, Quality Assurance reviews, calibration sessions, refresher training, and performance discussions.
• Apply feedback provided by supervisors, trainers, and Quality Assurance personnel to continuously improve performance.
• Maintain awareness of individual performance metrics and take appropriate action to address identified areas for improvement.
• Contribute to a professional, respectful, productive, and collaborative work environment.

6. Operational & Team Support

• Communicate effectively with internal departments to support smooth and efficient transportation operations.
• Report recurring customer concerns, transportation issues, system problems, process gaps, or service trends to the appropriate supervisor or management team.
• Stay informed about current operational procedures, service areas, client requirements, system updates, transportation policies, and workflow changes.
• Participate in team meetings, operational briefings, training sessions, and other required activities.
• Support operational continuity during periods of high call volume, staffing shortages, schedule changes, or increased transportation demand.
• Assist with other call center, customer service, or operational responsibilities as assigned based on business needs.

QUALIFICATIONSEducation & Experience

• High school diploma or equivalent required.
• Bachelor's degree or college-level education in Business Administration, Communication, Healthcare Administration, Transportation Management, or a related field is preferred.
• At least one (1) year of experience in customer service, call center, BPO, healthcare support, transportation, logistics, or a related field is preferred.
• Previous experience in NEMT, PACE, healthcare transportation, medical scheduling, logistics, dispatch, or transportation operations is an advantage.
• Experience handling a high volume of inbound and/or outbound calls in a fast-paced environment is preferred.

Communication & Customer Service Skills

• Strong verbal and written English communication skills.
• Excellent active listening skills with the ability to understand caller concerns and gather accurate information.
• Strong customer service and interpersonal skills.
• Ability to communicate professionally and effectively with passengers, healthcare facilities, transportation providers, drivers, and internal teams.
• Ability to remain calm, patient, professional, and empathetic when handling difficult or frustrated callers.
• Ability to clearly explain procedures, transportation information, and next steps to callers.

Technical & Operational Skills

• Strong problem-solving and decision-making skills, including the ability to determine when an issue requires escalation.
• Strong attention to detail, particularly when handling passenger information, addresses, appointment times, mobility requirements, transportation arrangements, and trip details.
• Ability to accurately enter, verify, and update information while communicating with callers.
• Good organizational and time-management skills with the ability to manage multiple responsibilities in a fast-paced environment.
• Basic to intermediate computer proficiency, including familiarity with Microsoft Office, Google Workspace, web-based applications, CRM/call center systems, and transportation management platforms.
• Ability to quickly learn new communication, scheduling, call center, and transportation management systems.
• Ability to navigate multiple systems or applications while maintaining an active conversation with a caller.

WORK ENVIRONMENT & SCHEDULE

Location: Manila, Philippines

Work Environment:
Fast-paced, technology-driven call center supporting U.S.-based NEMT/PACE transportation operations.

Employment Type:
Full-Time

Schedule:
Candidates must be willing and able to work night shifts and schedules aligned with U.S. operating hours.

Schedule Flexibility:
Employees must be willing to work shifting schedules, weekends, holidays, and overtime when required by business and operational needs.

WE OFFER A FAST PROMOTION!

Office Location

Main Office: IBM, Eastwood, Quezon City

Pay: Php20,000.00 - Php25,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Flexible schedule
• Health insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Work Location: In person