Bilingual Japanese Customer Service Representative

CVS Health is committed to shaping a more connected and compassionate health experience. The Bilingual Japanese Customer Service Representative will operate as a company representative, answering and documenting incoming contacts, ensuring high levels of customer satisfaction, and resolving inquiries effectively.

Responsibilities:

• Operates as a representative of the company by answering and documenting all incoming contacts to determine their nature while responding to complex calls
• Ensures that every member is shown respect and kindness and that all questions are thoroughly answered to ensure a high level of customer satisfaction and loyalty
• Identifies and evaluates appropriate data to determine and implement the appropriate course of action to resolve the member and customer inquiries
• Follows established procedures to meet customer/member needs and successfully enhance the company's brand recognition and competitive advantage in the industry
• Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved
• Performs required training to understand how to use tools available to recall necessary information

Requirements:

• 1 year experience in a customer service role handling and resolving a high volume of complex customer needs over the phone
• High-speed internet with the ability to hardwire via ethernet from cable modem to PC
• 1 year work experience with Windows-based applications like Windows, Microsoft Office, internet navigation, and email applications
• Japanese Bi-lingual, must pass a written and verbal assessment
• Prefer healthcare work experience and familiarity with benefits, insurance, medical terminology
• 1+ year of experience in a call center setting, specifically related to inbound calls
• Strong communication skills (oral and written)
• Strong analytical and problem-solving skills
• Active listening proficiency
• Ability to be receptive to feedback and to embrace continuous improvement
• Positive attitude and strong interpersonal skills
• Ability to display empathy towards customers' needs and concerns
• Desire to contribute to building a positive team spirit