Customer Success Specialist (Manila)

at  Booth Partners

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 skill
• Familiarity with weight loss industry is a plus

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