The Customer Care Support Representative serves as the primary point of contact for customer inquiries and complaints, delivering timely, professional, and empathetic support across multiple channels. This role is responsible for managing service requests, tracking tickets, and coordinating with internal teams to ensure efficient resolution and high customer satisfaction.
Key Responsibilities:
- Handle customer inquiries and complaints via phone, email, and SMS in a timely and professional manner
- Create, update, and manage service tickets (e.g., JIRA, Tech Serve) in real time
- Monitor and track ticket progress through resolution, ensuring SLA compliance
- Coordinate with internal teams (Technical, Finance, Supply Chain) to support issue resolution
- Support SAP/INSITE-related concerns and service coordination activities
- Manage customer invoicing and billing, including tracking submitted and pending invoices
- Liaise with third-party service providers for service-related requirements
- Maintain accurate records of customer interactions, service requests, and resolutions
- Facilitate customer feedback and survey collection to support continuous improvement
Qualifications:
- At least 2+ years of customer service experience in a healthcare account
- Preferably with stable tenure (minimum of 2 years per company)
- Strong verbal and written communication skills
- Demonstrates empathy and a strong customer-first mindset
- Experience handling high-volume inquiries and complaints across multiple channels
- Familiarity with ticketing systems (e.g., JIRA, Tech Serve) is an advantage
- Experience working with cross-functional teams in a fast-paced environment
- Strong attention to detail, organization, and follow-through skills
