Customer Experience Associate (Healthcare)

Hammerjack Pty Ltd; Philippines; On-site; PHP 360,000 - 480,000; Full time

Job summary

Enshored is seeking a customer support professional for a 100% onsite role in the Philippines. You will respond to inquiries via email, phone, and messaging, ensuring a high-quality customer journey.

You will onboard new subscribers, resolve issues with empathy, and provide product guidance while maintaining up-to-date system knowledge. The role requires strong writing skills, attention to detail, and the ability to work autonomously in a remote-friendly world while on site.

Qualifications

• 2+ years of work experience in a customer-facing role.
• Experience in a remote, health-related field is preferred.

Responsibilities

• Respond to customer inquiries across email, phone, SMS, and other messaging systems with excellent tone and grammar.
• Engage new subscribers and members to ensure successful onboarding and ongoing support.
• Address member concerns with empathy and deliver a personalized, timely customer journey.
• Provide a concierge experience by offering product/service advice and solutions.
• Maintain up-to-date knowledge of Lifeforce systems, processes and offerings.

Skills

Customer support

Multichannel

Zendesk

Remote work

Tools

Zendesk

Job description

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business optimal growth potential, may it be from the ground up or by innovative transformation.

Our Team Is Composed Of Hand-picked Talented Individuals Adapted To Handle Themselves In a Balanced Environment Of Smart And Hard Work While Maintaining a Dynamic Relationship With Stakeholders, Leaders, And Team Members. Important Decisions Revolve Around The Guidance Of Our Core Values, Especially When Choosing The Right People

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don't just take our word for it; experience the growth yourself!

If you don't know where to start, check us out at www.enshored.com.

Specific Accountabilities/Responsibilities

• Respond to customer inquiries across email, phone, SMS, and other messaging systems with excellent tone, grammar, and spelling for written communications
• Actively engage new subscribers and members as needed to ensure they convert successfully, receive an exceptional onboarding, and have ongoing support throughout the duration of their membership
• Anticipate and address member concerns with empathy, delivering an exceptional customer journey.
• Resolve issues in a personalized, accurate, and timely manner
• Provide a concierge experience to our customers by offering advice related to products and services
• Become an expert in all Lifeforce systems, processes, products, and service offerings, and maintain up-to-date knowledge in a fast-changing environment
• Complete trainings and up-trainings as needed
• Maintain the highest level of discretion when dealing with customer issues
• Strive to meet and exceed structured performance targets
• Report on customer trends and feedback
• Complete occasional overtime when needed by the business to maintain SLAs

Qualifications/Requirements

• 2+ years of work experience
• 1+ year of experience in a customer-facing support role. Experience working in a remote, health-related field or role is preferred.
• Ability to balance efficient execution with a close attention to detail and quality in a fast-paced, omnichannel environment
• Exceptional organizational skills while prioritizing tasks and team collaboration
• Comfortable adapting to evolving tech tools and platforms, working in multiple systems at once, and navigating multiple sources of information.. Experience with Zendesk is preferred.
• Excellent problem-solving and communication skills
• Ability to demonstrate strong writing skills, spelling, and grammar
• Possesses a customer-first, eager-to-help approach. Strong phone and escalation skills preferred.
• Willing and able to work autonomously in a remote setting and able to stay proactively engaged with the wider team. Experience working remotely is strongly preferred.
• Ability to work non-standard business hours, including weekends, evenings & holidays. PST hours are strongly preferred
• Demonstrated experience working in a fast-paced agile environment, while successfully navigating ambiguity.
• A hardwired connection with high-speed internet capability is required
• A quiet, distraction-free workspace
• 100% onsite work setup

About Enshored

Enshored is the leading outsourcer for start-ups. We're here for the innovators, for the scalers. We're here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don't treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.