Customer Service Representative - Email & Chat (Night Shift)

Cebu City, Cebu

Posted 12 days ago


Company:: Staff Outsourcing Solutions
Company Description:: Sound Connection/Staff Outsourcing Solutions specializes in hosting, setting up, and managing offshore business operations in the Philippines on behalf of our clients from all over the world. Through offshoring business processes, our clients drastically reduce operational costs, increase flexibility, expand the reach on their operations globally, meet the increasing demand, and provide quality solutions around the world. The unique services we cater to our client's needs adapt to their specific needs. Sound Connection/Staff Outsourcing Solutions has been flexible in offering services to different foreign business organizations, from small and medium-sized businesses to large multinational corporations. Sound Connection/Staff Outsourcing Solutions is proud to be an Equal Opportunity Employer. Sound Connection does not tolerate discrimination on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, sexual orientation, gender identity, or any other basis covered by the Labor Law of the Philippines.
Contract Type:: Contract
Experience Required:: 1 year
Education Level:: Senior High School
Gender:: Any
Number of vacancies:: 15

Job Description

Responsibilities and Duties:

-Friendly and active conversations with customers via live-chat, and email in compliance with company standards
-Assist customers/patients with our online sign-up process
-Analyze customer complaints and provide appropriate corrective actions/resolutions
-Verify IDs and other sensitive patient information of new patients
-Maintain HIPAA compliance when advising customers and patients or handling their personal data
-Must be knowledgeable of Patient Rights (state variable)
-Assist patients with uploading their medical documentation and alerting their appropriate medical provider
-Navigate customers through technical issues and flag any repeated issues to Leads or Director
-Inform patients on what to expect during their appointments and provide basic education on company services
-Learn and maintain an understanding of state Cannabis regulations specific to delivery and medical recommendations in all states (20 currently)
-Stay up to date with the latest cannabis-related research studies and findings and integrate this new knowledge when assisting customers
-Communicate customer feedback to Leads and provide feedback on how to improve our processes in order to serve our customers better
-Assist in any orders by communicating between dispensaries and patients
-Assist any affiliate dispensaries with their patient medical requests/changes
-Respond to any healthcare providers' requests and patient-related questions
-Maintain response times of 45s or less
-Maintain a CS rating of 93% or more

Qualifications:

-2+ years of customer service experience, phone service preferred
-Excellent verbal and written English Communication Skills
-Average Typing Speed of 60 WPM and above
-Knowledge of e-Commerce, Retailing, and Sales is a plus but not required
-Excellent and able to Multi-task on the following:
-Answering email and chat inquiries
-Able to do calls for Callbacks
-Fast learner & highly trainable with good analytical skills
-Team player and able to work with less supervision
-Knowledge using Microsoft Excel Files
-Good problem solver & has a Positive attitude
-Must be willing to work graveyard shifts and holidays
-Well-organized, Responsible, and has initiative
-Excellent time management skills
-Ability to prioritize and meet various deadlines
-Independent with a positive work ethic and passion to succeed
-Willing to start immediately

Why apply with us?

-Competitive Compensation package with Salary Appraisals
-Equipped with the latest technologies
-Monthly Incentive Rewards on successful orders and Attendance Productivity
-Offers Full-time employment and Career Growth
-Easily accessible from almost any part of the Metro Cebu area.
-One-day Application Process only
-Service Incentive Leaves Upon Regularization
-Attendance Productivity Incentives
-Additional Hazard Pay within Qualifying Hours
-Stable Job with Salary Appraisals
-Holiday and Night Differential Premium Pay Rates
-Job Promotion is highly possible... if YOU have the drive.
-HMO/Health Insurance
-Work-Life Balance
-Free Pre-hiring Medical Laboratories

How to Apply
Location:
7F MDCT Building, Leyte Loop, Cebu Business Park, Mabolo Cebu City

For those interested, respond to this post with your updated resumes and contact details for a possible preliminary screening and interview scheduling. Walk-in applicants are welcome to drop by our office from 10:00 AM until 7:00 PM, Monday to Friday only. Bring a copy of your updated resume & valid ID.