Job Description About the Client
At G-Plans and FuturHealth, our Customer Service Team is dedicated to delivering an unparalleled experience to our valued customers. Our mission is to embody excellence in service by providing swift, efficient, and comprehensive solutions. We strive to be the beacon of reliability, ensuring that every customer interaction is characterized by clarity, empathy, and expertise. Our 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 our provider network to solve all customer requests/issues.
About the Role
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 in order 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 patient
● Handle customer complaints , provide appropriate solutions and alternatives within the time limits; follow up to ensure 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 in a timely manner 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
● Fresh graduates are welcome to apply
● 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 skill
● Familiarity with weight loss industry is a plus
● Must be amenable to work onsite in our office at Makati, BGC, or Cebu
● Must be amenable to work a night shift or shifting schedule
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
Requirements ● Experience as a Customer Support Specialist ● Experience answering calls, chats, and emails ● Fresh graduates are welcome to apply ● 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 skill ● Familiarity with weight loss industry is a plus ● Must be amenable to work onsite in our office at Makati or BGC ● Must be amenable to work a night shift or shifting schedule