Healthcare Customer Support Specialist

hace 1 día


Bogotá, Bogotá D.E., Colombia Emapta A tiempo completo
Overview
Emapta, a pioneering personalized outsourcing solutions company, empowers businesses to thrive with bespoke teams and seamless integration.
We're committed to excellence in our state-of-the-art facilities, competitive compensation, and supportive work environment that fosters professional growth.

About the Role
We're seeking an experienced Senior Customer Service Representative to join our dynamic team in Bogotá. As a key member of our customer support team, you'll be responsible for providing exceptional support, resolving inquiries, and ensuring customer satisfaction.
In this role, you'll engage across multiple communication channels, collaborate with teams, and contribute to enhancing healthcare services while achieving performance goals in a rewarding environment.

Key Responsibilities
* Provide exceptional customer support by addressing inquiries and resolving issues
* Serve as the primary point of contact for customers, handling interactions across phone, email, and chat professionally and efficiently
* Diagnose and resolve customer issues, escalating complex cases to appropriate departments when needed
* Maintain a comprehensive knowledge of our products and services to deliver accurate information and assistance
* Document customer interactions and issues accurately in the CRM system for future reference and analysis
* Gather and relay customer feedback to relevant teams to improve products and services
* Collaborate with team members and departments to ensure smooth resolutions and seamless support
* Meet or exceed performance targets, including response times, resolution times, and customer satisfaction scores

Requirements
* Strong verbal and written communication skills
* Excellent problem-solving and critical-thinking abilities
* Proficiency with customer support software, CRM systems, and relevant tools (e.g., Zendesk, Salesforce)
* Strong organizational skills with keen attention to detail
* Ability to handle high-pressure situations with patience and professionalism
* Knowledge of the CDPAP (Consumer Directed Personal Assistance Program) or willingness to learn its processes
* 3-5 years of customer service experience, ideally in the medical or healthcare industry (more experience is preferred)
* High school diploma or equivalent; a bachelor's degree is preferred
* Fluency in English (C2 level)

Benefits and Perks
* Competitive salary: $45,000-$55,000 per annum
* 20 vacation days in total
* Prepaid medicine
* Fully-customized Emapta laptop and peripherals
* Indefinite term type contract
* Direct exposure to our clients
* Career growth opportunities
* Diverse and supportive work environment
* Prime Office Locations - Bogotá and Medellin
* Free upskilling through Emapta Academy courses

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