customer experience associate ( Healthcare)Enshored

Specific Accountabilities/Responsibilities
Respond to customer inquiries across email, phone, SMS, and other messaging systems with excellent tone, grammar, and spelling for written communications
Actively engage new subscribers and members as needed to ensure they convert successfully, receive an exceptional onboarding, and have ongoing support throughout the duration of their membership
Anticipate and address member concerns with empathy, delivering an exceptional customer journey.
Resolve issues in a personalized, accurate, and timely manner
Provide a concierge experience to our customers by offering advice related to products and services
Become an expert in all Lifeforce systems, processes, products, and service offerings, and maintain up-to-date knowledge in a fast-changing environment
Complete trainings and up-trainings as needed
Maintain the highest level of discretion when dealing with customer issues
Strive to meet and exceed structured performance targets
Report on customer trends and feedback
Complete occasional overtime when needed by the business to maintain SLAs
Qualifications/Requirements:
2+ years of work experience
1+ year of experience in a customer-facing support role. Experience working in a remote, health-related field or role is preferred.
Ability to balance efficient execution with a close attention to detail and quality in a fast-paced, omnichannel environment
Exceptional organizational skills while prioritizing tasks and team collaboration
Comfortable adapting to evolving tech tools and platforms, working in multiple systems at once, and navigating multiple sources of information.. Experience with Zendesk is preferred.
Excellent problem-solving and communication skills
Ability to demonstrate strong writing skills, spelling, and grammar
Possesses a customer-first, eager-to-help approach. Strong phone and escalation skills preferred.
Willing and able to work autonomously in a remote setting and able to stay proactively engaged with the wider team. Experience working remotely is strongly preferred.
Ability to work non-standard business hours, including weekends, evenings & holidays. PST hours are strongly preferred
Demonstrated experience working in a fast-paced agile environment, while successfully navigating ambiguity.
A hardwired connection with high-speed internet capability is required
A quiet, distraction-free workspace
100% onsite work setup
Enshored

Pasig City, Metro Manila
Permanent
Full-time