Customer Support Agent | Voice & Non-Voice Account | Up to ₱32K

VVS. International Medical Center; Valenzuela; On-site; PHP 325,000 - 389,000; Full time

Benefits offered by this job

Competitive salary

Career development

Health benefits

Training

Inclusive work culture

Job summary

VVS. International Medical Center in Valenzuela City, Metro Manila, is seeking a Customer Support Agent to join our patient-focused team.

This full-time role handles patient inquiries via voice and non-voice channels and contributes to a high standard of service. You will assist with appointments, billing questions, and account management while maintaining confidentiality and applying healthcare regulations.

Qualifications

• High school diploma or equivalent; college education preferred.
• Proven experience in customer service or call centre environments, preferably in healthcare.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and other channels in a professional manner.
• Provide accurate information about services, facilities, and medical procedures.
• Assist patients with appointments, billing inquiries, and general account management.
• Document all customer interactions and feedback in company systems.
• Handle customer complaints with empathy and timely resolution.
• Follow company protocols to ensure consistent service quality across channels.
• Support voice-based and non-voice channels as required.
• Collaborate with other departments to resolve complex issues and escalate when necessary.
• Meet or exceed performance targets including call handling time and customer satisfaction.
• Maintain confidentiality of patient information in line with healthcare regulations.

Education

High school diploma or equivalent; college education preferred

Job description

About us

VVS. International Medical Center is a leading healthcare provider dedicated to delivering exceptional medical services and patient care. We are committed to maintaining the highest standards of excellence in healthcare whilst ensuring our patients receive compassionate, professional support at every stage of their journey. Our mission is to combine cutting-edge medical expertise with outstanding customer service to create a healthcare experience that exceeds expectations. We pride ourselves on our team of dedicated professionals who are passionate about making a positive difference in patients' lives.

About the role

We are seeking a Customer Support Agent to join our dynamic customer service team at VVS. International Medical Center, based in Valenzuela City, Metro Manila. This is a full-time position offering competitive remuneration of up to ₱32,000 per month. You will be responsible for providing exceptional support to our patients and clients through both voice and non-voice channels, ensuring their inquiries are resolved promptly and professionally. This role is critical in maintaining our reputation for outstanding customer service and plays a vital part in our mission to deliver patient-centric healthcare solutions.

Key responsibilities

• Respond to customer inquiries via phone, email, chat, and other communication channels in a professional and courteous manner

• Provide accurate information about VVS. International Medical Center's services, facilities, and medical procedures

• Assist patients with appointment scheduling, billing inquiries, and general account management

• Document all customer interactions and feedback in the company's systems accurately and thoroughly

• Handle customer complaints with empathy and work towards timely resolution

• Follow company protocols and procedures to ensure consistent service quality across all touchpoints

• Support both voice-based and non-voice communication channels as required

• Collaborate with other departments to resolve complex customer issues and escalating matters when necessary

• Meet or exceed performance targets including call handling time, customer satisfaction ratings, and quality metrics

• Maintain confidentiality of patient information in compliance with healthcare regulations and company policies

What we're looking for

• High school diploma or equivalent; college education is preferred

• Proven experience in customer service or call centre environments, preferably in the healthcare industry

• Excellent verbal and written communication skills in English, with clear pronunciation and professional tone

• Strong listening and empathy skills with the ability to understand and address customer needs effectively

• Proficiency in using computer systems, CRM software, and multiple communication platforms

• Ability to handle high call volumes whilst maintaining quality standards and meeting performance targets

• Problem-solving mindset with the ability to think on your feet and provide practical solutions

• Patience, professionalism, and ability to remain calm under pressure

• Flexibility to work in shifts, including early mornings, evenings, and weekends as required

• Strong organisational skills and attention to detail

• Willingness to undergo training in healthcare-related topics and company systems

What we offer

• Competitive salary package of up to ₱32,000 per month based on experience and performance

• Opportunities for professional development and skills training in healthcare customer service

• Career advancement opportunities within our growing organisation

• Supportive and inclusive work environment with a collaborative team culture

• Health and wellness benefits for eligible employees

• Access to company facilities and employee support programmes

• Recognition and incentive programmes for outstanding performance

• Comprehensive induction and ongoing training to ensure your success in the role