Customer Care Specialist (Tier 1)

Sourcefit; Quezon City; Vor Ort; PHP 279.000 - 446.000; Vollzeit

Zusammenfassung

Sourcefit is seeking a Customer Care Specialist (Tier 1) in Quezon City to join a telehealth platform focused on ADHD care. The role begins with email support and expands to phone and multi-channel assistance, requiring clear, empathetic communication with patients and clinicians.

You will manage Zendesk tickets, document interactions in the CRM, and assist with scheduling while maintaining data accuracy in a fast-paced environment. Onsite at Global One, Eastwood, with Monday–Friday shifts.

Qualifikationen

• Strong customer service experience.
• Experience in healthcare, patient support, or similar environments.
• Strong written and verbal English communication skills.
• Experience using CRM or ticketing systems (Zendesk highly preferred).
• Billing support and administration skills.
• Strong attention to detail and organizational skills.
• Ability to remain calm and professional in sensitive or high-pressure situations.

Aufgaben

• Serve as the first point of contact for patients and clinicians, ensuring a professional and positive experience
• Handle inbound customer inquiries via email, transitioning to phone and other channels over time
• Manage and own the ticket queue using Zendesk by triaging, prioritizing, and routing inquiries appropriately
• Provide empathetic, clear, and accurate responses, aiming for first contact resolution (FCR)
• Maintain accurate and consistent documentation of all interactions in the CRM system
• Support clinic operations through administrative tasks such as scheduling and appointment management
• Ensure data integrity by keeping patient records and system information accurate and up to date
• Identify and escalates complex or sensitive cases to the appropriate teams
• Assist in improving response times and managing ticket backlogs

Kenntnisse

Customer service

Healthcare/patient support

English communication

Zendesk / CRM

Billing support

Attention to detail

Calm under pressure

Tools

Zendesk

Jobbeschreibung

Job Overview

The Customer Care Specialist (Tier 1) will serve as the frontline support for a growing telehealth platform focused on ADHD care. This is a critical, hands-on role where the specialist will act as the first point of contact for patients and clinicians, ensuring a smooth and positive customer experience.

The role will initially focus on email-based support, with a gradual transition to phone and multi-channel support as proficiency increases. The position requires strong communication skills, attention to detail, and the ability to manage sensitive healthcare-related interactions with empathy and professionalism.

Job Details

• Work set up: Onsite (Global One, Eastwood)
• Schedule: Monday to Friday | 6:00 AM to 3:00 PM (PHT)
• Holiday: will follow Australian holidays

Responsibilities

• Serve as the first point of contact for patients and clinicians, ensuring a professional and positive experience
• Handle inbound customer inquiries via email, transitioning to phone and other channels over time
• Manage and own the ticket queue using Zendesk by triaging, prioritizing, and routing inquiries appropriately
• Provide empathetic, clear, and accurate responses, aiming for first contact resolution (FCR)
• Maintain accurate and consistent documentation of all interactions in the CRM system
• Support clinic operations through administrative tasks such as scheduling and appointment management
• Ensure data integrity by keeping patient records and system information accurate and up to date
• Identify and escalates complex or sensitive cases to the appropriate teams
• Assist in improving response times and managing ticket backlogs

Qualifications

• Strong customer service experience
• Experience in healthcare, patient support, or similar environments
• Strong written and verbal English communication skills
• Experience using CRM or ticketing systems (Zendesk highly preferred)
• Billing support and administration skills
• Strong attention to detail and organizational skills
• Ability to remain calm and professional in sensitive or high-pressure situations

Preferred

• Experience in telehealth or clinic support
• Experience in a fast-paced or startup environment