Customer Service Representative – Non-Voice/Blended Account

VVS International Medical Center is seeking a dedicated and customer-focused Customer Service Representative – Non-Voice/Blended Account to join our dynamic customer service team. This is a full-time position based in Mactan, Lapu-Lapu City, Cebu. In this role, you will be the vital link between our organisation and our customers, providing exceptional support through multiple communication channels including email, chat, ticketing systems, and social media. You will play a crucial part in maintaining our reputation for outstanding customer care whilst ensuring customer satisfaction and retention across all touchpoints.

About us

VVS International Medical Center is a leading healthcare provider committed to delivering exceptional medical services and patient care. Our mission is to provide accessible, high-quality healthcare solutions to our patients whilst maintaining the highest standards of professionalism and compassion. We pride ourselves on our customer-centric approach and our team's dedication to excellence. As a growing organisation, we invest in our employees' development and foster a collaborative work environment where every team member contributes to our success. What you'll be doing

Respond to customer inquiries promptly and professionally across non-voice channels including email, chat, ticketing systems, and social media platforms

Provide accurate information about our medical services, facilities, and procedures whilst addressing customer concerns and complaints with empathy and professionalism

• Process customer requests, appointments, and administrative tasks efficiently whilst maintaining accurate records in our customer management systems
• Troubleshoot customer issues and escalate complex matters to appropriate departments or management when necessary
• Maintain detailed and organised documentation of all customer interactions and resolutions
• Collaborate with other departments to ensure seamless resolution of customer inquiries and enhance overall service delivery
• Meet or exceed established performance metrics including response times, resolution rates, and customer satisfaction targets
• Identify opportunities for service improvement and provide feedback to management based on customer interactions
• Support occasional voice-based interactions when required as part of the blended account

responsibilities

What we're looking for

• High school diploma or equivalent qualification (tertiary education is advantageous)
• Proven experience in a customer service or call centre environment, preferably with experience in non-voice support channels
• Excellent written and verbal communication skills in English with professional tone and grammar
• Strong typing speed and proficiency with computer systems, email platforms, and ticketing software
• Ability to multitask effectively and manage multiple customer inquiries simultaneously
• Patient, empathetic approach to customer interactions with a genuine desire to resolve issues
• Strong organisational and time management skills with attention to detail
• Ability to work independently whilst being a collaborative team member
• Problem-solving mindset with the ability to think critically and creatively
• Flexibility and adaptability in a fast-paced, dynamic environment
• Basic knowledge of healthcare services or medical terminology is preferred but not essential

What we offer

At VVS International Medical Center, we are committed to supporting our employees' professional growth and wellbeing. We offer a competitive salary package commensurate with experience and qualifications. Our comprehensive benefits include health and wellness programmes, professional development opportunities, and access to our medical facilities. We foster a supportive and inclusive workplace culture where your contributions are valued and recognised. We provide ongoing training to ensure you have the skills and knowledge to excel in your role. Additionally, we offer flexible scheduling options where possible and encourage a healthy work-life balance. We welcome applications from all qualified candidates and are committed to creating an accessible recruitment process. Should you require any adjustments or additional support at any stage of the recruitment process, please do not hesitate to contact us. Apply nowIf you are an enthusiastic, customer-focused professional ready to make a positive impact in healthcare customer service, we would love to hear from you. Please submit your CV, a cover letter detailing your relevant experience, and any supporting documents to our recruitment team. Join VVS International Medical Center and become part of a team dedicated to excellence in patient care and customer service.