CD-CNNCT Customer Service Representative (CSR)
2F Ramos Bldg., Arellano St., Tagum City, Davao del Norte
5F Robinsons Cybergate Delta, Tower 2, J. P. Laurel Ave., Bajada, Davao City, Davao del Sur
Full Time
Position Overview
The CD-CNNCT Customer Service Representative (CSR) is responsible for attending to and managing customer interactions, including inbound and outbound calls, chats, texts, and other channels. This role involves handling inquiries, concerns, and appointment scheduling while ensuring adherence to company performance and quality standards. The CSR plays a critical role in maintaining client satisfaction, contributing to process improvements, and supporting the overall objectives of the CD-CNNCT team.
Supervisory: No
Duties and Responsibilities
Key Responsibilities:
Customer Interaction Management:
Handle inbound and outbound calls, chats, texts, and other communication channels following established scripts, workflows, and procedures.
Manage patient appointments, including scheduling, rescheduling, cancellations, and confirmations, while considering patient history and available records.
Assist patients with TeleConsult, ensuring they are prepared and connected for scheduled video consultations with doctors.
TeleConsult Support:
Coordinate with patients to ensure they are ready for their scheduled video consultations.
Provide technical assistance and troubleshooting support to ensure a smooth TeleConsult experience for both patients and doctors.
Communicate any necessary information or instructions to patients regarding their video consultations.
Appointment and Confirmation Management:
Confirm patient appointments scheduled within 24-72 hours, adhering to standard operating procedures and considering patient history and records.
Ensure all appointments are accurately logged and any issues are promptly resolved.
Performance Management:
Meet or exceed performance targets such as handling times, quality scores, and customer satisfaction ratings.
Participate in regular coaching sessions to improve performance and address areas for development.
Quality Assurance:
Ensure adherence to quality standards by following established procedures during customer interactions.
Participate in quality audits and provide feedback for continuous improvement.
Collaboration and Communication:
Collaborate with Team Leaders and Quality and Development Specialists to address performance-related issues and implement proactive solutions.
Ensure transparent communication with colleagues regarding performance metrics, training needs, and quality standards.
Data Management:
Accurately document customer interactions, appointment details, and other relevant information in the system.
Ensure patient records are updated and managed securely in compliance with data protection regulations.
Participate in the generation of reports related to call handling, appointment management, and overall performance.
Continuous Improvement:
Actively contribute to process improvement initiatives by sharing insights from customer interactions and participating in training and quality assurance efforts.
Stay updated on industry best practices and integrate them into daily activities.
Support for Operational Stability:
Contribute to business continuity planning by ensuring readiness to navigate unforeseen challenges and maintaining operational stability.
Support the expansion of the company's service portfolio by engaging in relevant training and assistance initiatives.
Other Duties:
Perform any other duties assigned by the Team Leader from time to time.
Reports to
Team Leader
Qualifications and Characteristics
Qualifications:
Education: College-level education in a business-related course or a field relevant to healthcare industry practices.
Experience: At least six (6) months of experience in a BPO company in a similar capacity. Preference for those with healthcare industry experience.
Skills:
Proficiency in computer use and data entry.
Skilled in navigating and using various computer applications, including CRM software, with accuracy in data entry.
Effective written and spoken English with strong communication skills.
Demonstrated ability to convey information clearly and professionally in both written and verbal forms.
Ability to handle multiple tasks and manage time efficiently.
Capable of managing several tasks simultaneously while maintaining high standards of service and meeting deadlines.
Strong problem-solving skills and attention to detail.
Ability to quickly identify issues, troubleshoot effectively, and ensure thorough, accurate documentation and resolution.
Shift and Location: Willingness to work in a graveyard shift and be stationed in the Davao Region.
Key Competencies:
Customer Service Excellence:
Ability to deliver high-quality service across various channels (calls, chats, texts).
Strong communication skills, both written and verbal, to effectively assist customers.
Technical Proficiency:
Comfortable with the use of multiple communication platforms and tools.
Ability to assist in TeleConsult sessions, providing technical support for video consultations.
Time Management:
Efficiently handles multiple tasks, including scheduling, rescheduling, and confirming appointments.
Prioritizes tasks effectively to meet customer and company needs.
Problem Solving:
Quick and effective decision-making to resolve customer inquiries and technical issues during consultations.
Adaptability:
Ability to adjust to changing procedures, new technologies, and varying customer needs.
Preferred Personality Type
The individuals best suited for this role are those who are:
Conventional: Adhere to established procedures and guidelines.
Competitive: Driven to meet and exceed performance targets.
Assertive: Confident in communication and capable of managing challenging interactions.
Motivated: Self-driven with a strong work ethic and a commitment to continuous improvement.
Patient: Able to remain calm and composed under pressure, particularly in high-stress situations.
This Job Description outlines the primary responsibilities and qualifications required for the role of CD-CNNCT Customer Service Representative. It is not exhaustive and may be subject to change based on the needs of the company.
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