Customer Success Specialist

2 weeks ago

Cebu City, Central Visayas, Philippines Booth & Partners Full time


About the Client:

At G-Plans and FuturHealth, their Customer Service Team is dedicated to delivering an unparalleled experience to their valued customers. Their mission is to embody excellence in service by providing swift, efficient, and comprehensive solutions. They strive to be the beacon of reliability, ensuring that every customer interaction is characterized by clarity, empathy, and expertise.

Their goal is not only to meet but exceed customer expectations by resolving their queries, concerns, and issues on the very first call while working with their provider network to solve all customer requests/issues.

Job Summary:

We are seeking sophisticated customer support agents who are committed to delivering exceptional service and making a meaningful impact.

Responsibilities:
  • Manage large amounts of incoming phone calls, chats, and emails.
  • Identify and assess customers' needs to achieve satisfaction
  • Provide accurate, valid, and complete information by using the right methods/tools
  • Meet personal/customer service team targets and call-handling quotas
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Cross-communicate between OpenLoop to obtain specific information about customers' labs, medication status, visit status, etc.
  • Ability to understand what teams handle what issues and accurately communicate issues/problems/questions to get the correct information to assist patients.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution
  • Follow communication procedures, guidelines, and policies
  • Assist patients in understanding payment structures, including medication costs, subscription fees, and any associated expenses.
  • Collect payments securely and efficiently, adhering to established payment processing procedures.
  • Coordinate and schedule appointments for patients with healthcare providers or program specialists as needed.
  • Ensure that appointments are scheduled on time and accommodate patients' preferences to the best extent possible.
  • Proficiency in understanding all programs and extensions used.
  • Strong organizational skills and attention to detail to ensure accurate and efficient information about a patient's journey.
Requirements
  • Experience as a Customer Support Specialist
  • Experience answering calls, chats, and emails
  • Multi-tasking abilities
  • Fast learner and able to keep up with any updates/changes that happen throughout the week or month.
  • Excellent communication and problem-solving skills
  • Familiarity with the weight loss industry is a plus
  • Must be able to work fromMonday to Sunday - 8PM to 8AM (Shifting)
  • Must be amenable to reporting to our temporary office - Regus in Ayala, Apple One Equicom Tower / permanent office - Ayala Life, FGU Center
Benefits
WHAT WE OFFER:

Great Place to Work-Certified Company

Premium HMO

Holistic employee experience

Rewards and incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program

#J-18808-Ljbffr

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