Patient Relations Associate - TMC Clinic (Waltermart Makati)

The Medical City; Makati; On-site; PHP 200,000 - 350,000; Full time

Job summary

The Medical City in Makati, Philippines is seeking a Customer Service Associate to support front-line interactions and maintain service standards.

You will perform standard customer service activities, answer inquiries by phone and email, handle basic product/service information, process basic requests, and escalate complex issues to colleagues as needed. Emphasis on accuracy and courteous communication.

Responsibilities

• Carry out standard customer service activities and handle simple customer inquiries.
• Operations Management: Carry out operational tasks by following established processes. May involve adjusting basic settings or parameters to meet performance standards.
• Product/Service Information: Provide basic product/service information and respond to basic customer questions about the product/service.
• Resolving Customer Issues: Respond to basic customer issues, such as returns, and escalate issues appropriately.
• Handling Inquiries and Correspondence: Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.
• Internal Communications: Create positive experiences for clients by interacting courteously with them.
• Quality Assurance: Perform relatively simple quality sampling and inspection of products or processes (or both).
• Administration: Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.
• Operational Compliance: Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Personal Capability Building: Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Job description

• Carry out standard customer service activities and handle simple customer inquiries.

Operations Management

• Carry out operational tasks by following established processes. May involve adjusting basic settings or parameters in order to meet performance standards.

Product/Service Information

• Provide basic product/service information and respond to basic customer questions about the product/service.

Resolving Customer Issues

• Respond to basic customer issues, such as returns, and **escalate issues appropriately.

Handling Inquiries and Correspondence

• Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.

Internal Communications

• Create positive experiences for clients by interacting courteously with them.

Quality Assurance

• Perform relatively simple quality sampling and inspection of products or processes (or both).

Administration

• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.

Operational Compliance

• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Personal Capability Building

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.