BPO & Outsourcing
Your practice track for Customer Service Representative
at Optum Philippines
What this interview covers
Interviewers for Customer Service Representative roles at Optum Philippines typically test across 3 areas:
Philippine-specific tips for this role
- ▸ A common pitfall is badmouthing the previous employer or blaming the company culture. Instead, focus on the mismatch with your career goals or values, and emphasize what you learned.
- ▸ Some candidates say 'Sorry po, wala akong magawa' and focus on helplessness. Instead, show proactive problem-solving while keeping your tone warm and patient.
- ▸ A common mistake is saying 'Kasi ito lang ang available na trabaho' (Because this is the only job available) or 'Madali lang kasi' (Because it's easy). This suggests a lack of motivation. Instead, express how the role aligns with your strengths and passion for helping others.
- ▸ Using jargon like 'UCR' or 'pre-authorization' without explaining, or saying 'Wala na po tayong magagawa dyan' (There's nothing we can do). Instead, explain benefits in simple terms and always offer alternatives.
All 4 questions in this set
Why did you leave your previous job?
Optum screens for reliability and retention risk; they want to ensure your departure was thoughtful and that you're not a job-hopper.
Describe a time when you showed compassion to a customer.
This question is grounded in Optum's core value of Compassion, testing whether you naturally prioritize empathy in customer interactions.
Why did you choose to become a CSR?
Optum wants to see intrinsic motivation for service-oriented work, not just a 'stepping stone' attitude.
A customer calls, frustrated because their recent claim was denied. How do you handle the call?
This is not a verbatim reported question, but it reflects the healthcare-specific challenges Optum CSRs face daily, testing problem-solving, communication, and composure.