Customer Service Specialist

2 days ago

Philippines PathWell Health Full time $104,000 - $130,878 per year

We are seeking a dedicated and customer-focused individual to join our team as an Customer Service Specialist. As the first point of contact for our organization, you will play a vital role in efficiently and effectively triaging calls, ensuring that each caller receives the appropriate assistance or direction.

Responsibilities:

  • Serve as the primary point of contact for calls across all office locations, promptly handling calls in a professional and courteous manner.
  • Engage with callers to gather necessary information, understand their needs, and determine the appropriate course of action.
  • Utilize active listening skills and empathy to address callers' concerns, providing accurate and helpful information or directing them to the appropriate department or individual for further assistance.
  • Assess the urgency and nature of each call to prioritize and escalate accordingly, ensuring that high-priority or emergency calls receive immediate attention.
  • Effectively document caller information, inquiries, and actions taken in a thorough and organized manner, ensuring accurate and detailed records.
  • Collaborate with internal teams and departments to facilitate efficient call resolution, coordinating with appropriate staff members to provide timely responses and solutions.
  • Maintain a strong understanding of organizational policies, procedures, services, and resources to provide accurate and up-to-date information to callers.
  • Identify opportunities for improvement in call handling processes, offering suggestions for enhancing efficiency, customer satisfaction, and overall effectiveness.
  • Handle challenging or upset callers with professionalism and empathy, actively working to de-escalate tense situations and find appropriate resolutions.

Qualifications:

  • High school diploma or equivalent; additional relevant certifications or education is a plus.
  • Previous experience in a customer service or call center role, with a focus on call handling and triage.
  • Previous experience working in U.S. healthcare industry preferred
  • Exceptional verbal communication skills, with the ability to listen actively, empathize, and articulate information clearly and effectively.
  • Strong problem-solving and decision-making abilities, with the capacity to quickly assess and prioritize calls based on urgency and importance.
  • Excellent organizational skills and the ability to multitask, maintaining accuracy and attention to detail in a fast-paced environment.
  • Proficiency in using computer systems, databases, and customer relationship management (CRM) software.
  • Ability to work collaboratively as part of a team, effectively communicating with internal stakeholders to ensure seamless call resolution.
  • Demonstrated patience, empathy, and professionalism in handling challenging or upset callers.
  • Willingness to adapt to changing circumstances and work flexible hours, including evenings, weekends, and holidays if required.

We offer competitive compensation, benefits, and a positive work environment that fosters personal growth and development. If you are a customer-focused individual with strong communication skills and the ability to handle calls with efficiency and professionalism, we would love to hear from you.

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