Chat Support Specialist - Calls and Chat (Hybrid Work Arrangement)

Petsure Services Inc.; Quezon City; On-site; PHP 420,000 - 620,000; Full time

Benefits offered by this job

HMO coverage on Day 1

Statutory Benefits- SSS, Pag-ibig & Ph

Philhealth

Meal Allowance

Transportation Allowance

Medicine and Optical Reimbursement

13th and 14th month Bonus

Early Retirement Plan Package

Group Life Insurance

30 days annual leave credits

Annual Leave Conversion

Free HMO Dependent

Birthday Leave

And more!!

Job summary

Petsure Services Incorporated is seeking a Virtual Care Assistant to be the first point of contact for pet owners seeking veterinary advice, appointments, and general support. The role operates primarily through live chat and phone, triaging inquiries and coordinating care across clinics while upholding compassionate, client-focused care.

You will document interactions in CRM and EMR systems; work rotating shifts in a hybrid office setting at Giga Tower Bridgetowne, Quezon City, starting

Qualifications

• Minimum 1 year experience in a customer-facing role (live chat, contact center, healthcare support).
• Prior experience in veterinary or healthcare settings is required due to specialist nature.
• Strong written and verbal communication, warm and professional tone.

Responsibilities

• Provide empathetic support to members via live chat and phone.
• Perform initial triage and escalate urgent cases per protocols.
• Coordinate clinic appointments and offer alternatives when needed.
• Educate members on veterinary procedures and general pet wellness.
• Document interactions and outcomes in company systems.
• Navigate multiple software platforms including CRM, scheduling, and EMR.

Skills

Customer support

Live chat

Empathy

Communication

Multitasking

Triage skills

Healthcare support

De-escalation

Tools

CRM systems

Scheduling tools

EMR systems

Job description

Petsure Services Incorporated (PSI) is a support service provider exclusively focused on the pet industry globally tailoring solutions that enhance customer experiences and streamline operations. With over 14 years of expert pet care outsourcing solutions.

Our client is a UK-based veterinary company focused on providing modern, compassionate, and high-quality pet care while creating a supportive working environment for veterinary professionals. The company combines technology, collaborative teamwork, and client-focused care to improve both the pet healthcare experience and employee wellbeing. It aims to build long-term relationships with pet owners through accessible, stress-free, and personalized veterinary services.

The Virtual Care Assistant is the first point of contact for pet owners (members) seeking veterinary advice, appointment bookings, and general support. Operating primarily through phone and app chat-based communication, this role is central to delivering a joyful and seamless veterinary experience. The Virtual Care Assistant will triage enquiries, coordinate care, and act as an advocate for both preventative and urgent veterinary needs.

Duties and Responsibilities:

• Provide professional and empathetic support to members via live chat and telephone.

• Conduct initial triage of inbound enquiries and elevate urgent or emergency cases following established protocols.

• Coordinate appointment bookings across clinics and proactively provide alternative solutions when availability is limited.

• Educate and guide members on veterinary procedures, preventative care, and general pet wellness.

• Support members through emotionally sensitive situations while managing expectations with honesty and care.

• Maintain accurate documentation of all member interactions and outcomes within company systems.

• Navigate and utilize multiple systems including chat platforms, scheduling tools, CRM systems, and electronic medical records.

• Adapt to evolving tools, systems, and operational processes as the organisation continues to grow.

• Ensure all interactions reflect the company’s caring, supportive, and member-focused brand experience.

Required Qualifications & Experience

• Minimum of 1 year experience in a similar customer-facing role such as live chat support, contact centre, hospitality, healthcare support, or related environment.

• Previous experience in a veterinary, healthcare, or animal welfare setting is a firm requirement due to the specialist and remote nature of the role.

• Strong written and verbal communication skills with the ability to communicate warmly, empathetically, and professionally.

• Ability to manage multiple conversations while maintaining accuracy, quality, and attention to detail.

• Strong triage, prioritization, conflict resolution, and de-escalation skills.

• Ability to explain veterinary processes, procedures, and terminology clearly using accessible, jargon-free language.

• Comfortable navigating multiple software platforms simultaneously, including CRM systems, live chat tools, scheduling systems, and electronic medical records.

• Ability to work effectively under pressure and handle emotionally sensitive situations professionally.

• Adaptable and comfortable working in a fast-paced and evolving environment.

• Flexible to work rotating shifts, including evenings and weekends.

• Must be willing to work in hybrid work arrangement (Office location: Giga Tower Bridgetowne, Quezon City)

• Can start on November 4, 2026

Highly Regarded (Advantageous)

• Experience handling UK-based accounts and familiarity with UK customer service culture and communication styles.

• Experience using CRM systems, medical records platforms, or appointment scheduling software.

• Familiarity with common veterinary terminology, urgency indicators, and escalation protocols.

• Understanding of preventative pet care, wellness plans, vaccinations, and routine health screenings.

• Experience working in remote support or telehealth-style environments.

• Previous experience handling distressed or frustrated customers in high-pressure situations.

What We're Looking for in You

• Empathetic, warm, and caring in supporting pet owners

• Passionate about animal welfare and enhancing the veterinary experience

• Strong written communication with empathy and professionalism

• Skilled in multitasking across multiple digital systems

• Calm, resourceful, and solution-oriented under pressure

• Strong analytical and problem-solving abilities

• Emotionally resilient and professional in sensitive situations

• Adaptable and flexible with evolving processes and systems

• Willing to work non-standard hours, including evenings and weekends

• Aligned with the company’s mission to deliver a seamless and supportive veterinary experience

Benefits:

• HMO coverage on Day 1

• Statutory Benefits- SSS, Pag-ibig & Philhealth

• Meal Allowance

• Transportation Allowance

• Medicine and Optical Reimbursement Allowances

• 13th and 14th month Bonus

• Early Retirement Plan Package

• Group Life Insurance

• 30 days annual leave credits

• Annual Leave Conversion

• Free HMO Dependent

• Birthday Leave

• And more!!