Customer Care Specialist (Tier 1)

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