Virtual Care Assistant – Chat & Calls - Hybrid Work Arrangement

Petsure Services Inc.

Philippines

Hybrid

PHP 246,000 - 446,000

Full time

14 days+

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Benefits offered by this job

HMO coverage on Day 1

Statutory Benefits- SSS, Pag-ibig & Ph

Meal Allowance

Transportation Allowance

Medicine and Optical Reimbursement

13th and 14th month Bonus

Early Retirement Plan Package

Group Life Insurance

30 days annual leave credits

Annual Leave Conversion

Free HMO Dependent

Birthday Leave

And more!!

Job summary

Petsure Services Incorporated (PSI) is a support service provider for the pet industry with over 14 years of experience. The Virtual Care Assistant role offers triage, appointment coordination, and empathetic support for veterinary members via chat and phone.

Hybrid work in Quezon City and UK account familiarity are advantageous. The position emphasises compassionate customer service, multi-system proficiency, and the ability to handle emotionally sensitive situations while maintaining high

Qualifications

Minimum 1–2 years’ experience in a customer-facing role such as live chat, contact centre, hospitality, healthcare, or related environment.
Previous experience in veterinary, healthcare, or animal welfare settings is a firm requirement due to the specialist and remote nature of the role.
Strong written and verbal communication skills with warmth, empathy, and professionalism.
Ability to manage multiple conversations with accuracy and attention to detail.
Strong triage, prioritization, and de-escalation skills.
Ability to explain veterinary processes clearly using jargon-free language.
Comfort navigating multiple software platforms including CRM, live chat, scheduling, and EMR.
Ability to work under pressure in emotionally sensitive situations.
Flexible to work in a fast-paced evolving environment.
Willing to work evenings and weekends; hybrid office location in Quezon City.

Responsibilities

Provide professional and empathetic support to members via live chat and telephone.
Conduct initial triage of inbound enquiries and escalate urgent or emergency cases.
Coordinate appointment bookings across clinics and provide alternatives when availability is limited.
Educate and guide members on veterinary procedures, preventative care, and general pet wellness.
Support members through emotionally sensitive situations while managing expectations with honesty and care.
Maintain accurate documentation of all member interactions in company systems.
Navigate and utilize multiple systems including chat platforms, scheduling tools, CRM, and EMR.
Adapt to evolving tools, systems, and processes as the organisation grows.
Ensure all interactions reflect the company’s caring, member-focused brand experience.

Skills

Live chat support

Customer service

Healthcare/veterinary support

Written communication

Multi-system navigation

Emotional resilience

Tools

CRM systems

Live chat tools

Scheduling systems

Electronic medical records

Job description

Petsure Services Incorporated (PSI) is a support service provider exclusively focused on the pet industry globally tailoring solutions that enhance customer experiences and streamline operations. With over 14 years of expert pet care outsourcing solutions.

Our client is a UK-based veterinary company focused on providing modern, compassionate, and high-quality pet care while creating a supportive working environment for veterinary professionals. The company combines technology, collaborative teamwork, and client-focused care to improve both the pet healthcare experience and employee wellbeing. It aims to build long-term relationships with pet owners through accessible, stress-free, and personalized veterinary services.

The Virtual Care Assistant is the first point of contact for pet owners (members) seeking veterinary advice, appointment bookings, and general support. Operating primarily through phone and app chat-based communication, this role is central to delivering a joyful and seamless veterinary experience. The Virtual Care Assistant will triage enquiries, coordinate care, and act as an advocate for both preventative and urgent veterinary needs.

Duties and Responsibilities:

Provide professional and empathetic support to members via live chat and telephone.
Conduct initial triage of inbound enquiries and elevate urgent or emergency cases following established protocols.
Coordinate appointment bookings across clinics and proactively provide alternative solutions when availability is limited.
Educate and guide members on veterinary procedures, preventative care, and general pet wellness.
Support members through emotionally sensitive situations while managing expectations with honesty and care.
Maintain accurate documentation of all member interactions and outcomes within company systems.
Navigate and utilize multiple systems including chat platforms, scheduling tools, CRM systems, and electronic medical records.
Adapt to evolving tools, systems, and operational processes as the organisation continues to grow.
Ensure all interactions reflect the company’s caring, supportive, and member-focused brand experience.

Required Qualifications & Experience

Minimum of 1–2 years’ experience in a similar customer-facing role such as live chat support, contact centre, hospitality, healthcare support, or related environment.
Previous experience in a veterinary, healthcare, or animal welfare setting is a firm requirement due to the specialist and remote nature of the role.
Strong written and verbal communication skills with the ability to communicate warmly, empathetically, and professionally.
Ability to manage multiple conversations while maintaining accuracy, quality, and attention to detail.
Strong triage, prioritization, conflict resolution, and de-escalation skills.
Ability to explain veterinary processes, procedures, and terminology clearly using accessible, jargon-free language.
Comfortable navigating multiple software platforms simultaneously, including CRM systems, live chat tools, scheduling systems, and electronic medical records.
Ability to work effectively under pressure and handle emotionally sensitive situations professionally.
Adaptable and comfortable working in a fast-paced and evolving environment.
Flexible to work rotating shifts, including evenings and weekends.
Must be willing to work in hybrid work arrangement (Office location: Giga Tower Bridgetowne, Quezon City),

Experience as a Customer Service Agent supporting YouTube and Stripe accounts is required for this role.
Can start on September 15, 2026

Highly Regarded (Advantageous)

Experience handling UK-based accounts and familiarity with UK customer service culture and communication styles.
Experience using CRM systems, medical records platforms, or appointment scheduling software.
Familiarity with common veterinary terminology, urgency indicators, and escalation protocols.
Understanding of preventative pet care, wellness plans, vaccinations, and routine health screenings.
Experience working in remote support or telehealth-style environments.
Previous experience handling distressed or frustrated customers in high-pressure situations.

What We're Looking for in You

Empathetic, warm, and caring in supporting pet owners
Passionate about animal welfare and enhancing the veterinary experience
Strong written communication with empathy and professionalism
Skilled in multitasking across multiple digital systems
Calm, resourceful, and solution-oriented under pressure
Strong analytical and problem-solving abilities
Emotionally resilient and professional in sensitive situations
Adaptable and flexible with evolving processes and systems
Willing to work non-standard hours, including evenings and weekends
Aligned with the company’s mission to deliver a seamless and supportive veterinary experience