Customer Support Specialist (Australia)

TL;DR

Customer Support Specialist (Australia): Resolving patient issues and delivering high-quality care with an accent on patient-centric problem-solving and collaborative partnerships. Focus on exceeding service targets and identifying process improvement opportunities.

Location: Hybrid in Manila, Philippines

Company

hirify.global is a digital healthcare company on a mission to make good health last a lifetime, behind weight-management programs and digital healthcare clinics.

What you will do

• Take ownership of patient issues, ensuring swift and effective resolution with high empathy.
• Work closely with doctors, pharmacies, and delivery partners to coordinate patient outcomes.
• Consistently meet and exceed key performance metrics, including Customer Satisfaction (CSAT) and Average Handling Time (AHT).
• Identify opportunities to enhance services through optimized processes and automation, designing and implementing solutions.
• Monitor and escalate recurring issues or patterns in patient tickets to prevent future problems and enhance service quality.

Requirements

• 2+ years of experience in Telehealth, healthcare support, or customer service roles.
• Strong English written and verbal communication skills.
• Strong computer skills and prior experience with Mac and Google Suite is a must.
• A proactive approach to problem-solving and strong attention to detail.
• An interest in healthcare and wellness, or experience in the healthcare space.

Culture & Benefits

• Mentorship from leaders across Australia, the UK, Germany, and Japan, with collaboration across teams in the Philippines and South Africa.
• Access learning budgets, conferences, certifications, peer shadowing, and a global knowledge-sharing culture.
• Enjoy wellness budgets, social clubs, a hybrid work arrangement, and initiatives for work-life balance.
• Comprehensive health coverage (including up to 2 dependents), vacation, sick, and parental leaves.
• 13th-month pay, statutory benefits, transport allowance, and a competitive remuneration package.