Over the Counter (OTC) Customer Service Representative – Manila, Philippines

Are you looking for BPO jobs or call center job opportunities in Manila where you can make a difference in people’s lives? Fusion CX is hiring in Manila for Over-the-Counter (OTC) Customer Service Representatives to join our healthcare support team. If you have strong communication skills, empathy for customers, and prior experience in customer service jobs in Manila, this is your opportunity to grow in a dynamic, people-first company. Explore jobs in Manila that offer stability, growth, and purpose — apply now to start your next chapter with Fusion CX Customer Service Representative hiring in Manila.

Job Description:

About the Role

As an OTC Customer Service Representative at Fusion CX Manila, you will be the first point of contact for Health Spring members, providing assistance with Over the Counter (OTC) benefits, product information, and service inquiries. You will play a vital role in helping members maximize their benefits while ensuring compliance with healthcare regulations and company policies. This work-from-office (WFO) position in Manila is ideal for candidates wanting to advance their career in healthcare and customer support within a leading BPO environment.

Key Responsibilities

• Provide real-time support for member inquiries, ensuring accurate and timely resolution of OTC-related issues.
• Answer product-related questions based on the OTC catalog and assist members in placing orders.
• Offer personalized suggestions based on members’ previous purchases to help them maximize their benefits.
• Research and track the delivery status of OTC products and resolve any related issues.
• File member grievances and document all interactions accurately in the system.
• Participate in team meetings to identify trends, share feedback, and contribute to process improvements.
• Adhere to all federal and state regulatory requirements, including HIPAA and company policies.

Job Requirements:

Skills & Abilities

• Strong critical thinking and problem-solving skills to effectively resolve member concerns.
• Ability to manage high call volumes while maintaining excellent service quality.
• Skilled at multitasking — listening, typing, and documenting simultaneously.
• Exceptional time management, organization, and communication skills.
• Ability to remain calm, professional, and empathetic in challenging situations.
• Comfortable receiving coaching and feedback in a continuous learning environment.
• Capable of maintaining confidentiality and handling sensitive information appropriately.

Qualifications & Requirements

• Education: High School Graduate or equivalent (required).
• Experience: 1–2 years of call center or customer service experience (required).
  • Prior experience with Medicare benefits, including Medicare Advantage Plans, is preferred.
  • Background in healthcare, insurance, or pharmacy industries is a plus for candidates applying for this OTC customer service role.
• Language Skills: Fluency in English at a professional business level is mandatory.

Why Join Fusion CX Manila?

At Fusion CX, we believe in creating meaningful careers that combine compassion with performance. As part of our healthcare support division, you’ll enjoy a culture of growth, teamwork, and purpose.

Here’s what makes this opportunity stand out:

• Be part of a global BPO company known for excellence and innovation.
• Gain professional exposure in the healthcare domain through hands-on training and mentorship.
• Work in a dynamic, inclusive environment that values skill, dedication, and growth.
• Enjoy opportunities for career progression and long-term stability in Manila jobs that make an impact.

Looking for customer service jobs, call center jobs, or BPO jobs in Manila that offer professional growth and purpose? Fusion CX is hiring OTC customer service representatives in Manila — apply now and become part of a team that turns care into action.