Customer Service Representative (Clinical) Job at Helpware (Cebu)

Customer Service Representative (Clinical)

Helpware

Location:
Philippines , Cebu

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Involves assisting customers by transferring calls between patients, pharmacies, and doctors, becoming an expert on the product and its functionalities, providing first-level support via email and chat, addressing customer inquiries, troubleshooting problems, guiding users through basic issue resolution steps, maintaining a positive and professional attitude, documenting customer information, collaborating with colleagues and management, tracking customer interactions, preparing information for auditing and reporting, updating knowledge bases, converting client feedback into feature requests, escalating unresolved issues, communicating technical information to non-technical users, staying updated on product knowledge, and performing other related tasks as assigned by managers.

Job Responsibility:

Helping transfer calls between patients/pharmacies/doctors
Become an expert on the product, knowing all the specifics of its functioning
Provide first-level support to customers via email and/or chat in a timely and professional manner
Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps
Maintain a positive, empathetic, and professional attitude toward customers at all times
Work on creating, updating, or adjusting customer accounts by documenting personal information
Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties
Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms
Process and prepare information for auditing and reporting purposes
Update internal and customer-facing knowledge bases
Convert clients' feedback into feature requests for the development of the product
Escalate unresolved issues to Tier 2 support or relevant departments while maintaining ownership of the case until resolution
Effectively communicate technical information to non-technical users
Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps
Other related tasks assigned by managers of the Clients and/or Helpware

Requirements:

At least high school graduate with diploma
With clinical experience
6 months of experience in customer service over phones, email, or live chat

Nice to have:

Healthcare experience is NOT required, but is a plus
Start up experience is a plus!

Additional Information:

Job Posted:
March 19, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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