Customer Support Coordinator

dnata; Central Luzon; On-site; PHP 357,000 - 580,000; Full time

Job summary

dnata in Clark, Pampanga, is seeking a customer support professional to handle Tier 1 queries, provide product and service information, and escalate Tier 2 issues to SMEs. This role requires strong English communication, accurate call documentation in Salesforce, and adherence to confidentiality.

The ideal candidate has a Bachelor’s degree in a related business field, 2+ years in a hospital/pharmacy setting, insurance or HR benefits experience is a plus, and a willingness to work shifting

Qualifications

• Bachelor’s degree in a relevant business field preferred.
• 2+ years work experience in a Hospital/ Pharmacy setting; medical insurance or HR benefits experience is a plus.
• Proficiency in written and spoken English.

Responsibilities

• Handle incoming calls and follow the support guide to understand the type of query.
• Provide product and service information to customers within the Tier 1 scope.
• Identify and elevate Tier 2 queries to the relevant SME.
• Document all call information on Salesforce according to standard operating procedures.
• Recognize, document, and alert management to trends in customer calls.
• Follow up customer calls where necessary.
• Uphold patient confidentiality as per company regulations.
• Identify and elevate issues to the Team lead.

Skills

Customer service

Communication

English proficiency

Detail-oriented

Stress management

Active listening

Phone communication

Team collaboration

Education

Bachelor’s degree in business field

Tools

Salesforce

MS Office (Excel/Word/PP)

Job description

• Applicants must be willing to work and relocate to Clark, Pampanga.
• Applicants must be a Filipino citizen or have a relevant residence status.
• Bachelor’s Degree in a relevant business field preferred.
• A minimum of 2 years work experience in a Hospital / Pharmacy Setting; experience in the medical insurance or HR benefits field is a plus.
• Knowledge of medical insurance processes and terminology is advantageous.
• Experience in process mapping and online file management preferred.
• Proficiency in written and spoken English.
• Must be willing to work on shifting schedule including graveyard shifts.
• Must be willing to work on holidays and weekends.

Key Responsibilities and Accountabilities

• Handle incoming calls and follow the support guide to understand the type of query.
• Provide product and service information to customers within the Tier 1 scope.
• Identify and elevate Tier 2 queries to the relevant SME.
• Document all call information (Tier 1 and 2) on Salesforce according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Follow up customer calls where necessary.
• Uphold patient confidentiality as per company regulations.
• Identify and elevate issues to the Team lead.
• Must be detail oriented with utmost focus on quality and efficiency
• Ability to handle stressful situations and remain calm under pressure
• Strong phone and verbal communication skills, along with active listening
• Proficiency in the MS Office Suite of Software. (Excel/Word/Power Point)
• Keen sense in providing detailed instructions to clients
• Understanding of Middle East culture is very critical
• Must be able to effectively communicate with colleagues and peers from other departments