Customer Experience Representative

AAPMI Acquire Asia Pacific Manila, Inc.; Quezon City; On-site; PHP 260,000 - 420,000; Full time

Benefits offered by this job

HMO coverage for you and family

Yearly kick-off parties with giveaways

Leadership training courses

Leaves: vacation, sick, birthday

Job summary

Acquire Intelligence, a global outsourcer, is hiring a Customer Experience Representative to connect members and clinicians, guiding them through their healthcare journey with empathy and high standards. You will handle inquiries across channels, onboard members, and troubleshoot issues while collaborating with clinical and operations teams.

Join a fast-paced, people-first environment with rotating shifts to support a 24/7 global service model and opportunities for meaningful career growth.

Qualifications

• Excellent verbal and written English communication skills across channels.
• Proficient with CRM platforms, especially Salesforce, and ticketing systems like Help Scout.
• Comfortable using digital tools including Microsoft Teams and video conferencing.
• Familiarity with privacy/data protection principles (HIPAA where applicable).

Responsibilities

• Manage inbound inquiries across phone, email, chat, WhatsApp, and SMS with professionalism and empathy.
• Book, coordinate, and manage appointments for members and clinicians.
• Onboard and educate members on how to navigate and use the Spectrum.Life platform.
• Troubleshoot technical issues including video, audio, and login access to ensure seamless connectivity.
• Match members with appropriate clinicians based on needs.
• Process information sharing requests and maintain accurate member records.
• Log, manage, and escalate complaints following privacy and escalation protocols.
• Identify and elevate clinical concerns to ensure member safety.
• Collaborate with clinical, product, and operations teams to improve the end-to-end experience.
• Adapt to rotating shift schedules toward a 24/7 global service model.

Skills

English communication

CRM proficiency

Salesforce

Help Scout

MS Teams

Tools

Salesforce

Help Scout

Microsoft Teams

Video conferencing

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! At Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you're passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career. Advance Your Career - Join us today and be part of a team where your work makes an impact!

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun! Here's what's waiting for you:

• HMO coverage for you and your family
• Epic Yearly Kick-Off Parties with major giveaways (including a car in 2023!)
• Recognition through our Value Awards — we celebrate your wins
• Real career growth with internal promotions
• Meaningful work with talented and supportive teams
• Your future matters: 900 internal promotions every year
• 2,700+ leadership training courses
• Extra rewards along the way: 14th Month Pay for employees who complete 5 years with us
• Generous referral incentives of up to ₱42,000 depending on the role
• Enjoy work-life balance: 12 Vacation Leaves
• 12 Sick Leaves
• 1 Birthday Leave

A SNAPSHOT OF YOUR ROLE

Join Spectrum.Life as a Customer Experience Representative and become a vital part of the frontline team connecting members and clinicians to the support they need. In this role, you will be the welcoming, empathetic voice that guides individuals through their healthcare journey, managing inquiries across multiple channels and ensuring every interaction reflects the highest standard of care and professionalism. This is a meaningful opportunity for someone who thrives in a fast-paced, people-first environment and brings genuine compassion to every conversation. You will play a key role in onboarding members, supporting clinicians, and helping Spectrum.Life deliver seamless, human-centred healthcare experiences at scale.

YOUR DAILY RESPONSIBILITIES

• Manage inbound inquiries across all channels including phone, email, chat, WhatsApp, and SMS with professionalism and empathy
• Book, coordinate, and manage appointments for members and clinicians
• Onboard and educate members on how to navigate and use the Spectrum.Life platform
• Troubleshoot technical issues including video, audio, and login access to ensure members can connect without friction
• Match members with appropriate clinicians based on their needs
• Process information sharing requests and maintain accurate, up-to-date member records
• Log, manage, and elevate complaints in accordance with privacy and clinical escalation protocols
• Identify and elevate clinical concerns promptly and appropriately to ensure member safety
• Collaborate cross-functionally with clinical, product, and operations teams to continuously improve the end-to-end client experience
• Adapt to rotating shift schedules as the team transitions toward a 24/7 global service model

A BIT ABOUT YOU

• Excellent verbal and written English communication skills with a strong sense of tone, clarity, and professionalism across all channels
• Proficient in CRM platforms, particularly Salesforce, and ticketing systems such as HelpScout
• Comfortable working with digital communication tools including Microsoft Teams and video conferencing platforms
• Familiar with privacy and data protection principles, including Australian Privacy Principles and HIPAA where applicable
• Previous experience in a telehealth, healthcare, mental health, or allied health setting
• Experienced in managing and resolving customer complaints with empathy, discretion, and adherence to escalation protocols
• Able to work rotating shifts and adapt to a 24/7 or global service environment
• Emotionally intelligent and resilient, with the ability to remain composed and solutions-focused in distressing or high-pressure situations
• Ethical and client-centred, with a genuine commitment to the privacy, dignity, and emotional safety of vulnerable individuals
• Experience with quality assurance frameworks, VoC programs, or CSAT and NPS initiatives is an advantage

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values: Curious and Clever: Smart questions spark smart solutions. Entrepreneurial Energy: Think like an owner. Solve like a founder. Fast with Intent: We move fast and deliver real results. Laugh and Learn: We don't take ourselves too seriously, just our results. Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to [e-mail]. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/