Customer Experience Associate

4 weeks ago

Pasig, Philippines Enshored Full time

Customer Experience Associate (Healthcare)

Enshored, Pasig, National Capital Region, Philippines

Overview

Customer Experience Associate (Healthcare) role at Enshored. The role involves delivering high-quality customer support and concierge-style guidance to Lifeforce customers across multiple channels, while maintaining up-to-date knowledge of products, services, and processes.

Responsibilities
  • Respond to customer inquiries across email, phone, SMS, and other messaging systems with excellent tone, grammar, and spelling for written communications
  • Actively engage new subscribers and members to ensure successful onboarding, ongoing support, and retention
  • Anticipate and address member concerns with empathy, delivering an exceptional customer journey
  • Resolve issues in a personalized, accurate, and timely manner
  • Provide a concierge experience by offering advice related to products and services
  • Become an expert in Lifeforce systems, processes, products, and service offerings; maintain up-to-date knowledge in a fast-changing environment
  • Complete trainings and up-trainings as needed
  • Maintain a high level of discretion when dealing with customer issues
  • Strive to meet and exceed structured performance targets
  • Report on customer trends and feedback
  • Occasionally work overtime as needed to maintain SLAs
Qualifications / Requirements
  • 2+ years of work experience
  • 1+ year of experience in a customer-facing support role; experience in a remote, health-related field is preferred
  • Ability to balance efficient execution with high attention to detail in a fast-paced, omnichannel environment
  • Exceptional organizational skills and ability to prioritize tasks and collaborate with the team
  • Comfort with evolving tech tools and platforms; experience with Zendesk is preferred
  • Excellent problem-solving and communication skills; strong writing, spelling, and grammar
  • Customer-first mindset with strong phone and escalation skills
  • Ability to work autonomously in a remote setting and stay proactively engaged with the wider team
  • Willingness to work non-standard hours, including weekends, evenings, and holidays (PST hours strongly preferred)
  • Experience in a fast-paced agile environment; ability to navigate ambiguity
  • Hardwired high-speed internet and a quiet, distraction-free workspace
  • 100% onsite work setup
About Enshored

Enshored is the leading outsourcer for start-ups. We support our people to achieve their potential through structured learning and career development, and we embrace diversity. We believe when our people thrive, our clients thrive too.

Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Other
Industries
  • Outsourcing and Offshoring Consulting

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