Customer Support Coordinator

dnata; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

dnata is seeking Customer Support professionals to join its Clark, Pampanga team. The role focuses on handling Tier 1 queries, delivering accurate product information, and escalating Tier 2 issues to subject matter experts.

You will document all interactions in Salesforce and monitor trends while upholding patient confidentiality. The ideal candidate has at least 2 years in hospital/pharmacy settings, knowledge of medical insurance processes, and strong English communication skills.

Qualifications

• Willing to relocate to Clark, Pampanga.
• Filipino citizen or valid residence status.
• Bachelor's degree in a relevant field preferred.
• Minimum 2 years in a Hospital/Pharmacy setting; insurance/HR benefits experience a plus.
• Knowledge of medical insurance processes advantageous.
• Experience in process mapping and online file management preferred.
• 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 escalate Tier 2 queries to the relevant SME.
• Document all call information on Salesforce per SOPs.
• 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 escalate issues to the Team lead.

Skills

Detail oriented

Quality focus

Stress management

Verbal communication

Active listening

Customer service

MS Office

Education

Bachelor's degree

Tools

Salesforce

Job description

Minimum Requirements:

• 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 escalation 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 escalation issues to the Team lead.

Key Competencies

• 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
• Excellent customer service skills
• 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