Call Center Agent

Job Responsibilities

• Handle patient inquiries through voice calls, email, and chat.
• Provide excellent customer service while guiding patients throughout their healthcare journey.
• Manage customer inquiries, orders, and payment status verification.
• Coordinate refill requests and pharmacy fulfillment support.
• Document customer interactions accurately and maintain case notes.
• Route refund, cancellation, and escalation requests to the appropriate teams.
• Ensure compliance with company SOPs and brand-specific workflows.
• Utilize AI-assisted tools to support workflow management and case flagging.
• Maintain high productivity while meeting service level agreements (SLAs).

Qualifications

• At least 2-3 years of BPO experience (tenured candidates are preferred).
• Healthcare BPO experience is an advantage but not required.
• Excellent English communication skills (spoken and written).
• Strong customer service, problem-solving, and interpersonal skills.
• Comfortable working in a fast-paced environment and handling patient concerns with empathy.
• Willing to work on a night shift.
• Willing to train in Ortigas if required and work in Antipolo.

• Work Location: Antipolo
• Training: May be conducted in Ortigas
• Shift: Night Shift