Frontline Support Representative (Customer Support)

XtendOps, Inc.; Cebu City; On-site; PHP 156,000 - 234,000; Full time

Job summary

XtendOps, Inc. in Cebu is seeking a Seasonal Frontline Support Representative to provide professional and compassionate customer support for a healthcare account.

You will handle scheduling, rescheduling, cancellations, confirmations, and general inquiries across phone, email, chat, and other channels while ensuring accuracy and confidentiality. Ideal candidates are empathetic, professional, and detail-oriented, capable of handling high volumes in a fast-paced environment.

Qualifications

• 2 years of experience as Voice Agent is preferred.
• Experience in customer service, healthcare support, or related fields is advantageous.
• Experience handling appointment scheduling and patient inquiries is preferred.
• On-site work setup in IT Park, Cebu.

Responsibilities

• Handle inbound inquiries via phone, email, chat, and other channels.
• Assist patients with scheduling, rescheduling, confirming, and cancelling appointments.
• Provide accurate information on services, hours, locations, and account inquiries.
• Address questions in a professional and empathetic manner.
• Update patient information in systems and maintain records.
• Escalate complex issues to the appropriate team when needed.
• Maintain privacy and confidentiality of information.
• Meet productivity, quality, attendance, and customer satisfaction targets.

Skills

Empathy

Communication skills

Attention to detail

Multitasking

High-volume environment

Problem-solving

Teamwork

Confidentiality

Tools

CRM platforms

Scheduling systems

Computers

Job description

About Xtend_Ops

XtendOps combines leading-edge cloud-based technologies with a world-class managed workforce solution. We’re a modern offshoring entity built around amazing people and innovative digital solutions. Agile and adaptable, we quickly respond to evolving client needs and work closely with our clients to design customized outsourcing strategies that improve operations, customer experience, and business performance.

About the Role

XtendOps is looking for a Seasonal Frontline Support Representative to provide professional and compassionate customer support for a healthcare account.

The role involves assisting patients and customers with appointment scheduling, rescheduling, cancellations, confirmations, general inquiries, and other healthcare-related concerns. The representative will serve as a key point of contact, ensuring that patients receive accurate information and a positive service experience.

The ideal candidate is empathetic, professional, detail-oriented, and comfortable handling a high volume of customer interactions while maintaining accuracy and confidentiality.

Key Duties and Responsibilities

• Handle inbound customer and patient inquiries through phone, email, chat, and other communication channels.

• Assist patients with scheduling, rescheduling, confirming, and cancelling appointments.

• Provide accurate information regarding healthcare services, appointment availability, locations, operating hours, and general account inquiries.

• Address patient questions and concerns in a professional, courteous, and empathetic manner.

• Assist patients with basic account or service-related concerns and provide appropriate guidance.

• Resolve customer concerns and complaints while escalating complex or sensitive issues to the appropriate team.

• Verify and accurately update patient or customer information in the appropriate systems.

• Maintain accurate records of patient interactions, appointments, inquiries, and resolutions.

• Follow established healthcare processes, policies, procedures, and privacy requirements.

• Communicate and coordinate with healthcare staff and internal teams to ensure patient concerns are properly addressed.

• Provide clear instructions and information based on established guidelines.

• Handle appointment changes, cancellations, and other patient requests efficiently.

• Maintain a high level of professionalism when handling sensitive or confidential information.

• Meet established productivity, quality, attendance, and customer satisfaction targets.

• Handle high call and interaction volumes while maintaining accuracy and service quality.

Key Competencies

• Positive, empathetic, and professional approach when interacting with patients and customers.

• Strong verbal and written communication skills.

• Excellent active listening and interpersonal skills.

• Strong attention to detail, particularly when handling appointments and patient information.

• Ability to multitask and manage multiple patient concerns efficiently.

• Comfortable working in a high-volume customer service or contact center environment.

• Strong problem-solving and critical-thinking skills.

• Ability to follow established processes, policies, and healthcare guidelines.

• Comfortable using computers, scheduling systems, CRM platforms, and other digital tools.

• Ability to handle difficult, frustrated, or concerned patients professionally.

• Strong teamwork and coordination skills.

• Reliable, adaptable, and able to work effectively in a fast-paced environment.

Preferred Qualifications

• 2 years of experience as Voice Agent

• Previous experience in customer service, healthcare support, or related fields is an advantage.

• Experience handling appointment scheduling, patient inquiries, inbound calls, or complaint resolution is preferred.

• On-site work setup in IT Park, Cebu.

• Experience using CRM, healthcare, scheduling, or customer support systems is a plus.

• Candidates with strong communication, customer service, and organizational skills are encouraged to apply.

Contract Details

This is a 3-month seasonal contract, with the possibility of extension depending on business needs and performance.