ECU CONCIERGE (Makati)

JOB SUMMARY

Mainly responsible in handling customers inquiries.

• DUTIES & RESPONSIBILITIES

• Answers customers inquiries coursed through hotline, live chat portal, chat inbox, or via electronic mail proactively.

Uses savvy approach to handle special inbound tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.

• Evaluates nature of all concerns received prior to referring to appropriate clinic/department.

Monitors and logs daily inquiries and maintains monthly reference tally of all concerns received.

• Keeps awareness and familiarity with the latest promotional/seasonal campaigns as well as products and services innovation to promptly relate information & guidelines to clients.

Follows-up timely release of corporate memos and its corresponding promo spiel from Marketing Department.

• Ensures coherence in the details of the corporate memo received as against the details encoded in the CIS/CMS.

Reports inconsistent and outdated website information to authorized administrators (IT/Marketing) for corrective and preventive means.

• Walks through patients concerning process in obtaining patient's medical result (even for parents requesting on behalf of their children below 18 years of age).

Resolves basic technical issues encountered by the clients during account creation in ROL (Results Online).

• Sets clients (return visit) appointment with their preferred doctors/specialists in the clinic.

Acquaints new ones with the significance of patient's personal registration in the clinic for their initial visit.

• Calls back clients for the pledged update or resolution of their submitted concern.

Conducts Mystery Calling activity to clinics & various departments to ensure adherence to standard spiel or promo guidelines are actualized and correlated.

• Liaises with various sections of the company to fully address/resolve clients concerns and requests.

Aids the Patient Care Retention Staff in pre-arrangement of APE/PEE of corporate accounts endorsed employee/s.

• Does the usual allied coordination proportionate to Patient Care Retention Staff's function during corporate clinic endorsement.

Resorts to upselling or cross-selling for possible booking once consumers are gauged to have been encouraged to purchase any of our offers.

• Refers prospective corporate accounts/onsite services need to Sales, Marketing, CCS, Home Service, Physical Therapy, Dental, Clarity , Pharmacy, and Medi-access Departments.

Coordinates client's/group's request for laboratory and diagnostic home service and Physical Therapy assistance.

• Overseers in the overall functions and performance of the Business Promotions and Customer Service Center.

Carries out instructions and directives of the Manager as may be assigned from time to time.

• QUALIFICATION

• Candidate must possess at least a Bachelor's/College Degree in Business Administration or any related courses.

Minimum of 1 year related work experience

• Computer literate, with knowledge in MS Application

Highly-organized and has a strong sense of ownership

• Strong written and verbal communication skills

Team player with a customer service approach to job performance

• Must be approachable, conversant and tactful in dealing with people

Can operate office machines like computer, facsimile, and photocopier

Job Type: Full-time

Pay: Php15,

• 00 - Php17,000.00 per month
  
  Benefits:
• Health insurance

Schedule:

• 8 hour shift

Supplemental Pay:
13th month salary