Hybrid Customer Care Specialist

at Timeless Medical Systems

• Job title: Customer Care Specialist
• Job type: Full Time
• Experience level: Junior
• Salary: ₱40,000 per month
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Mandaue, Philippines

About the role

• Customer Care Specialist in Customer Success & Support for maintaining client data and handling inquiries. Responsible for documentation, support coordination, and operational excellence in a hybrid setup.

Responsibilities

• Maintain accurate records of customer interactions and activity in the Customer Relationship Management (CRM) system.
• Ensure accurate and up-to-date documentation of all customer interactions and administrative follow-ups.
• Develop and maintain internal customer service documentation, including knowledge base articles and FAQs, to support the team.
• Serve as an administrative point of contact for sustainment projects, providing support and facilitating customer calls as needed.
• Address routine customer inquiries and administrative concerns in a timely and professional manner.
• Confidently engage with clients, even when immediate information is limited.
• Proactive approach to client communication, fostering positive relationships and maintaining a high level of professionalism.
• De-escalate customers when possible, advise of potential escalations to the management team.
• Collaborate with cross-functional teams (e.g., Product, Technical Support) to coordinate and resolve complex customer concerns.
• Assist in monitoring and analyzing administrative customer data to identify trends in service issues and documentation gaps.
• Provide outstanding service to ensure an effective and positive customer experience.
• Maintain proficiency in the company's product knowledge to accurately guide administrative and basic support interactions.

Requirements

• 1–3 years of experience in a customer service, customer experience, or administrative support role.
• Proficiency in Microsoft Office applications: Outlook, Teams, Excel, SharePoint, Word, and PowerPoint.
• Experience with CRM tools (e.g., Salesforce, Copper, HubSpot) is an asset.
• Excellent English communication skills, both written and spoken.
• Strong customer focus and commitment to client satisfaction.
• Excel at actively listening, taking comprehensive notes on any concerns, and ensuring that all clients feel heard and supported.
• Demonstrated time management and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Collaborative and cooperative mindset; ability to work well with cross-functional partners.