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Open nowPosted 5 days ago

Customer Care Specialist (Tier 1)

sourcefit86 open roles

Where
Eastwood Quezon City, Philippines
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Your applicationOpen nowCustomer Care Specialist (Tier 1)sourcefit · Eastwood Quezon City, Philippines

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  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.0%30 days
This job: posted 5 days ago

The posting

Job Overview

The Customer Care Specialist (Tier 1) will serve as the frontline support for a growing telehealth platform focused on ADHD care. This is a critical, hands-on role where the specialist will act as the first point of contact for patients and clinicians, ensuring a smooth and positive customer experience.

The role will initially focus on email-based support, with a gradual transition to phone and multi-channel support as proficiency increases. The position requires strong communication skills, attention to detail, and the ability to manage sensitive healthcare-related interactions with empathy and professionalism.

Job Details

  • Work set up: Onsite (Global One, Eastwood)
  • Schedule: Monday to Friday | 6:00 AM to 3:00 PM (PHT)
  • Holiday: will follow Australian holidays

Responsibilities

  • Serve as the first point of contact for patients and clinicians, ensuring a professional and positive experience
  • Handle inbound customer inquiries via email, transitioning to phone and other channels over time
  • Manage and own the ticket queue using Zendesk by triaging, prioritizing, and routing inquiries appropriately
  • Provide empathetic, clear, and accurate responses, aiming for first contact resolution (FCR)
  • Maintain accurate and consistent documentation of all interactions in the CRM system
  • Support clinic operations through administrative tasks such as scheduling and appointment management
  • Ensure data integrity by keeping patient records and system information accurate and up to date
  • Identify and escalate complex or sensitive cases to the appropriate teams
  • Assist in improving response times and managing ticket backlogs

Qualifications

  • Strong customer service experience
  • Experience in healthcare, patient support, or similar environments
  • Strong written and verbal English communication skills
  • Experience using CRM or ticketing systems (Zendesk highly preferred)
  • Billing support and administration skills
  • Strong attention to detail and organizational skills
  • Ability to remain calm and professional in sensitive or high-pressure situations

Preferred

  • Experience in telehealth or clinic support
  • Experience in a fast-paced or startup environment
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