Job Overview
The Customer Care Specialist (Tier 1) will serve as the frontline support for a growing telehealth platform focused on ADHD care. This is a critical, hands-on role where the specialist will act as the first point of contact for patients and clinicians, ensuring a smooth and positive customer experience.
The role will initially focus on email-based support, with a gradual transition to phone and multi-channel support as proficiency increases. The position requires strong communication skills, attention to detail, and the ability to manage sensitive healthcare-related interactions with empathy and professionalism.
Job Details
- Work set up: Onsite (Global One, Eastwood)
- Schedule: Monday to Friday | 6:00 AM to 3:00 PM (PHT)
- Holiday: will follow Australian holidays
Responsibilities
- Serve as the first point of contact for patients and clinicians, ensuring a professional and positive experience
- Handle inbound customer inquiries via email, transitioning to phone and other channels over time
- Manage and own the ticket queue using Zendesk by triaging, prioritizing, and routing inquiries appropriately
- Provide empathetic, clear, and accurate responses, aiming for first contact resolution (FCR)
- Maintain accurate and consistent documentation of all interactions in the CRM system
- Support clinic operations through administrative tasks such as scheduling and appointment management
- Ensure data integrity by keeping patient records and system information accurate and up to date
- Identify and escalate complex or sensitive cases to the appropriate teams
- Assist in improving response times and managing ticket backlogs
Qualifications
- Strong customer service experience
- Experience in healthcare, patient support, or similar environments
- Strong written and verbal English communication skills
- Experience using CRM or ticketing systems (Zendesk highly preferred)
- Billing support and administration skills
- Strong attention to detail and organizational skills
- Ability to remain calm and professional in sensitive or high-pressure situations
Preferred
- Experience in telehealth or clinic support
- Experience in a fast-paced or startup environment
