(Email & Chat Support) Non Voice Support - Urgent Hiring Virtual Process

About the role

VVS. International Medical Center is seeking a dedicated Non Voice Support Specialist (Email & Chat Support) to join our customer service team. This is a full-time position based in Santa Mesa Heights, Quezon City, Metro Manila. In this role, you will be the primary point of contact for customers seeking assistance via email and chat channels, providing professional, empathetic and timely support. This position is strategically important to maintaining our commitment to excellent customer service and ensuring that all client inquiries are resolved efficiently and professionally.

What you'll be doing

• Responding to customer inquiries via email and chat within defined response time standards
• Providing accurate information about our medical services, facilities, and healthcare offerings
• Assisting customers with appointment scheduling, billing inquiries, and general service questions
• Documenting all customer interactions in our system with clear and comprehensive notes
• Resolving customer concerns and complaints in a professional and empathetic manner
• Escalating complex issues to the appropriate department or supervisor when necessary
• Maintaining a high level of professionalism and courtesy in all written communications
• Contributing to team targets and performance metrics related to response times and customer satisfaction
• Staying informed about our medical services, policies and procedures to provide accurate guidance
• Identifying opportunities to improve customer service processes and sharing feedback with management

What we're looking for

• Excellent written communication skills with strong grammar and attention to detail
• Proven customer service experience in a call centre, contact centre or similar environment
• Ability to multitask and manage multiple customer conversations simultaneously
• Strong problem-solving skills and the ability to think creatively when addressing customer needs
• Patience, empathy and a genuine desire to help customers
• Proficiency in using email platforms, chat systems and customer relationship management (CRM) software
• Fast typing speed and efficient use of technology
• Ability to work independently whilst collaborating effectively with team members
• High school diploma or equivalent; post-secondary education or customer service certification is preferred
• Familiarity with the healthcare or medical services industry is advantageous
• Flexible attitude towards shift work and willingness to adapt to changing priorities