Customer Success Specialist (Cebu)

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 our provider network to solve all customer requests/issues.

Responsibilities:

Might be assigned to do 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' blabs, 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; 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 promptly 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 have Fiber Optic internet with at least 25 Mbps bandwidth

Must have a backup desktop or laptop with the latest OS

Must be able to work full on-site in our Metro Cebu office

Must be able to work from 8PM-8AM

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