Customer Support Specialist, Manila (AU Support)
You'll be at the forefront of resolving patient issues and delivering high-quality care, supporting patients through multiple channels including email, chat, and inbound or outbound calls. You'll take ownership of patient issues, ensuring they are resolved swiftly and effectively with empathy. You'll work closely with doctors, pharmacies, and delivery partners to coordinate the best outcomes for patients. You'll consistently meet and exceed key performance metrics like CSAT, tickets solved, and Average Handling Time. You'll identify opportunities to enhance services through optimized processes and automation, and monitor and escalate recurring issues or patterns in patient tickets to your colleagues and team leaders.
Responsibilities
- Take ownership of patient issues, ensuring they are resolved swiftly and effectively
- Work closely with doctors, pharmacies, and delivery partners to coordinate patient outcomes
- Consistently meet and exceed key performance metrics including CSAT, tickets solved, and AHT
- Identify opportunities to enhance services through optimized processes and automation
- Design and implement solutions that improve support operations
- Monitor and escalate recurring issues or patterns in patient tickets to colleagues and team leaders
Requirements
- 2+ years of experience in Telehealth or healthcare support, customer service, tech support or other problem solving roles
- Strong attention to detail
- Strong English written and verbal communication skills
- Strong computer skills, or experience with customer service software (prior experience with Mac and Google Suite is a must)
- Ability to anticipate next steps and take proactive action
- Interest in healthcare and wellness, or experience in the healthcare space or allied services
Benefits
- Learning budgets, conferences, certifications, peer shadowing
- Wellness budgets
- Social clubs
- Hybrid work arrangement
- Comprehensive health coverage (including up to 2 dependents)
- Vacation, sick, and parental leaves
- 13th-month pay
- Statutory benefits
- Transport allowance