Customer Experience Specialist | Makati

MedGrocer; Manila; On-site; PHP 357,000 - 580,000; Full time

Benefits offered by this job

Performance incentives & Career prog.

Growth & Impact

Cross-Functional Learning

Health & Wellness Coverage

Paid Time Off

Job summary

MedGrocer is seeking a Customer Experience Specialist in Makati City to ensure patients receive exceptional care and timely support. You will handle inquiries, coordinate with internal teams, and contribute to process improvements that enhance the patient journey.

You will generate reports on patient interactions, support order processing, and collaborate with product and operations teams to implement efficient service enhancements.

Qualifications

• Bachelor's degree in any field.
• Excellent verbal and written communication skills.
• Strong problem-solving and interpersonal skills.
• Experience in a customer-facing role preferred.
• Proficient in Google Workspace or similar office software.
• Must be willing to work onsite in Makati City.

Responsibilities

• Handle patient inquiries via multiple channels and coordinate with internal teams for prompt resolutions.
• Oversee day-to-day order processing and patient support for a seamless service.
• Collaborate with product/ops to implement system/process improvements from patient feedback.
• Generate and analyze reports on patient interactions to spot trends and improvement opportunities.

Skills

Verbal communication

Written communication

Problem solving

Interpersonal skills

Customer-facing experience

Education

Bachelor's degree

Tools

Google Workspace

Job description

MedGrocer's digitally-enabled medicine programs, telehealth services, and corporate clinic medical staff work with hundreds of employers and pharma companies to improve the physical and mental health of over one million Filipinos every year.

The Customer Experience Specialist is a key front-line role responsible for ensuring our patients receive exceptional care and support. You will manage daily interactions, resolve concerns, and contribute to process improvements that enhance the overall patient journey.

Key Responsibilities

• Handle patient inquiries and concerns via various communication channels, coordinating with internal teams to ensure prompt and effective resolutions.
• Manage day-to-day operations related to order processing and patient support to guarantee a seamless service experience.
• Collaborate with product and operations teams to identify and help implement system and process improvements based on patient feedback.
• Generate and analyze reports on patient interactions to identify trends and opportunities for service improvement.

Perks And Benefits

• Performance Incentives & Career Progression: Recognition through clear pathways for advancement, promotion opportunities, and performance-based bonuses.
• Growth & Impact: A clear path for professional development and the opportunity to make a tangible impact on patient health.
• Cross-Functional Learning: Opportunities to collaborate across different teams, expanding your skill set and broadening your understanding of the business.
• Health & Wellness Coverage: HMO benefits to ensure your peace of mind, paired with free medical consultations and unlimited essential medicines.
• Paid Time Off: Paid leaves to rest, recharge, and attend to personal priorities.

Application Process

Our application process typically takes one to three weeks, depending on your availability and progress:

Step 1

Submit your application form and complete the online assessment within seven days. Afterwards, results are shared in one to three business days.

Step 2

Qualified candidates attend a full-day onsite evaluation. Progression depends on performance at each stage. HR will notify you if your evaluation concludes early. Please arrive at the venue between 8:00 AM and 9:00 AM. The detailed schedule is as follows:

Initial Assessment

• 8:00 AM - 10:00 AM: Onsite Assessment

Supplementary Assessment (as needed)

• 10:00 AM – 12:00 PM: HR Panel Interview
• 12:00 PM – 1:00 PM: Lunch Break
• 1:00 PM – 4:00 PM: One-on-One Interviews
• 4:00 PM – 5:30 PM: CEO Forum

Step 3

Final review and background checks occur within three business days. Additional interviews may be requested.

Step 4

Receive final results within five to seven business days.

Minimum Qualifications

• Bachelor's degree in any field.
• Excellent verbal and written communication skills.
• Strong problem-solving and interpersonal skills.
• Experience in a customer-facing role is preferred.
• Proficient in Google Workspace or similar office software.
• Must be willing to work onsite in Makati City.