US Customer Service & Data Review Specialist

Nexus Workforce Inc.; Taguig; Hybrid; PHP 279,000 - 424,000; Full time

Job summary

Nexus Workforce Inc. is seeking a customer service professional to respond to customer and employee tickets, conduct email communications, and gather information to update customer data.

The role includes outbound clinic calls, data gathering, and reporting to improve service levels. Responsibilities include evaluating forms, addressing customer needs, and maintaining HIPAA-compliant confidentiality while delivering exceptional support.

Responsibilities

• Respond to customer and employee tickets provided through our queue system.
• Email correspondence with customer/distributor to gather information and updated customer data. Provide the form needed by customers and follow up on a preset schedule to receive data back from the customer in a timely fashion.
• Evaluating the forms and assessing customer needs to give exceptional customer service.
• Research data needed on United States state and Outside United States. Completes outbound clinic call projects as needed.
• Performing outbound calls to clinic and customers for inquiries and/or verifications needed.
• Catalogue responses and provide necessary and useful reports.
• Search and review clinic/facility licenses and/or certifications to proceed in product shipping.
• Develop and implement retention strategies to reduce customer churn and increase loyalty.
• Monitor customer accounts to identify patterns of dissatisfaction or potential cancellations.
• Engage directly with customers via phone, email, or chat to resolve issues and rebuild trust.
• Analyze customer feedback and behavior to recommend improvements in products, services, or processes.
• Observes legal and ethical guidelines for safeguarding patient and company confidentiality (HIPAA)
• Other duties as assigned.

Job description

RESPONSIBILITIES:

• Respond to customer and employee tickets provided through our queue system.


• Email correspondence with customer/distributor to gather information and updated customer data. Provide the form needed by customers and follow up on a preset schedule to receive data back from the customer in a timely fashion.


• Evaluating the forms and assessing customer needs to give exceptional customer service.


• Research data needed on United States state and Outside United States. Completes outbound clinic call projects as needed.


• Performing outbound calls to clinic and customers for inquiries and/or verifications needed.


• Catalogue responses and provide necessary and useful reports.


• Search and review clinic/facility licenses and/or certifications to proceed in product shipping.


• Develop and implement retention strategies to reduce customer churn and increase loyalty.


• Monitor customer accounts to identify patterns of dissatisfaction or potential cancellations.


• Engage directly with customers via phone, email, or chat to resolve issues and rebuild trust.


• Analyze customer feedback and behavior to recommend improvements in products, services, or processes.


• Observes legal and ethical guidelines for safeguarding patient and company confidentiality (HIPAA)


• Other duties as assigned.