Customer Experience Representative

Acquire Intelligence; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

HMO coverage for you and your family

Epic Yearly Kick-Off Parties with big-

Recognition through Value Awards

Internal promotions

Meaningful work with teams

12 Vacation Leaves

12 Sick Leaves

1 Birthday Leave

Car giveaway (2023)

Job summary

Spectrum.Life in the Philippines is seeking a Customer Experience Representative to connect members and clinicians across multiple channels with empathy and professionalism. You will welcome and guide users through their healthcare journey and help onboarding on the Spectrum.Life platform.

Responsibilities include handling inquiries by phone, email, chat and WhatsApp, booking appointments, resolving issues, and escalating clinical concerns as needed.

Qualifications

• English proficiency across spoken and written channels.
• Experience with CRM platforms and ticketing systems.
• Familiarity with privacy regulations in healthcare.

Responsibilities

• Handle inquiries across phone, email, chat and messaging channels.
• Book and coordinate appointments for members and clinicians.
• Onboard members to the Spectrum.Life platform and educate on usage.
• Troubleshoot login, video, and other technical issues to ensure smooth access.

Skills

English proficiency

Salesforce CRM

Help Scout

Microsoft Teams

Privacy compliance

Telehealth experience

Tools

Salesforce

Help Scout

Microsoft Teams

Job description

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!

Requirements: