Customer Care (Non-voice)

Meraki Esthetic Clinic; Quezon City; On-site; PHP 201,000 - 312,000; Full time

Job summary

Meraki Esthetic Clinic in the Philippines is seeking a Customer Care Representative to be the frontline of our patient support team. You will handle inquiries from pre-operative and post-operative patients, assist with scheduling, confirm payments, and coordinate with the medical team on post-care concerns.

The role requires strong English and Filipino communication skills, 1–2 years in customer service, and familiarity with medical aesthetics.

Qualifications

• Must have strong communication skills in English and Filipino.
• 1–2 years in customer service, preferably in aesthetic/medical/wellness.
• Familiarity with medical/aesthetic procedures and post-op care.
• Ability to handle complaints calmly, with empathy and professionalism.
• Organized, detail-oriented, proactive in communications.
• Proficient with booking platforms, social media, and messaging tools.

Responsibilities

• Respond to patient inquiries across calls, chat, email, WhatsApp, website, Meta, and TikTok.
• Assist with scheduling of consultations, procedures and follow-ups.
• Verify and coordinate payments with the team for bookings.
• Provide accurate pre-op and post-op information per clinic guidelines.
• Escalate sensitive medical concerns to clinical team or management.
• Upsell applicable services during inquiries and follow-ups.
• Collaborate with medical and administrative teams for smooth patient experience.
• Maintain records and assist with basic administrative tasks.

Skills

English & Filipino communication

Customer service

Multichannel support

Scheduling & coordination

Tech savvy

Education

BS Nursing or underboard

Job description

About the Job:

We are looking for a dedicated Customer Care Representative to be the frontliner of our patient support team. This role is essential in providing excellent service to both pre-operative and post-operative patients, ensuring a seamless experience from inquiry to after-care. This role entails professional and efficient handling of patient inquiries, assistance with scheduling, payment confirmations, and timely coordination with the medical team for post-care concerns.

Key Responsibilities:

• Respond to patient inquiries and comments through various channels, including but not limited to calls, chat, email, WhatsApp, website, Meta platforms and Tiktok.
• Assist with scheduling of consultations, procedures and follow-ups.
• Assist with payment confirmations and coordinate with the team for booking finalization.
• Provide accurate pre-op and post-op information to patients based on clinic guidelines.
• Handle FAQs regarding post-op care and **escalate** sensitive medical concerns to the clinical team and/or management.
• Upsell applicable services during inquiries and/or follow-ups
• Coordinate closely with the medical and administrative teams to ensure smooth patient experience.
• Maintain accurate records and assist in basic administrative tasks and/or render operational assistance as need be.

Requirements & Qualifications:

• College graduate; BS Nursing or underboard preferred
• At least 1-2 years of experience in customer service, preferably in the aesthetic, medical, or wellness industry.
• Strong communication skills in English and Filipino, both verbal and written.
• Familiarity and exposure in medical, aesthetic procedures and post-operative care.
• Ability to handle complaints and sensitive situations with calmness, empathy and professionalism.
• Organized, keen attention to detail, independently productive and proactive in handling and managing communications.
• Technically proficient and tech-savvy; proficient in using different booking platforms, Meta, WhatsApp, and other social media platforms and communication tools.
• Team player, willingness to constantly improve, flexible and collaborative.

• Data handling and management