Customer Support Coordinator (Nurse/Pharmacist)

dnata Travel Inc.; Mabalacat; On-site; PHP 223,000 - 391,000; Full time

Job summary

dnata Travel Inc. is seeking a customer support professional to handle inbound calls, provide Tier 1 information, and escalate Tier 2 queries to subject matter experts.

You will document interactions in Salesforce and monitor trends in customer calls while maintaining confidentiality. Ideal candidates will have a minimum of 2 years in a call center environment, a high school diploma (Bachelor’s preferred), and strong English proficiency.

Qualifications

• Willing to relocate to Clark, Pampanga.
• High school diploma or equivalent; Bachelor’s Degree in a relevant field preferred.
• Minimum 2 years in a customer support role within a call centre environment; experience in medical insurance or HR benefits 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.
• Willing to work on shifting schedule including graveyard shifts.
• Willing to work on holidays and weekends.

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 (Tier 1 and 2) on Salesforce according to SOPs.
• Recognize, document, and alert management of trends in customer calls.
• Follow up on customer calls where necessary.
• Uphold patient confidentiality as per company regulations.
• Identify and escalate issues to the Team lead.
• Perform related duties as assigned.

Skills

Customer service

Verbal communication

English proficiency

Calm under pressure

Attention to detail

Education

High school diploma

Bachelor’s degree preferred

Tools

Salesforce

MS Office

Job description

Minimum Requirements:

• Applicants must be willing to work and relocate to Clark, Pampanga.
• High school diploma or equivalent required; Bachelor’s Degree in a relevant business field preferred.
• A minimum of 2 years work experience in a customer support role within a call centre environment; 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 escal 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 escal issues to the Team lead
• Perform related duties may be assigned.

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)