Fully Remote Customer Service Representative

Expat Dental is looking for a Remote Customer Service Representative to join our team and provide outstanding support to our patients.

In this role, you will act as the first point of contact for our clients, addressing their inquiries, booking their appointments, resolving issues, and ensuring a positive and energetic customer experience. As a remote representative, you will work from the comfort of your home while maintaining a professional and efficient approach to customer service. Your primary responsibilities will include responding to customer inquiries and appointment requests via phone, WhatsApp, email, SMS or chat, and escalating complex issues to the appropriate person. You will also be responsible for maintaining accurate records of customer interactions and providing feedback to help improve our services.

The ideal candidate is a strong communicator, energetic, upbeat, empathetic, and solution-oriented, with the ability to work independently and manage time effectively. This position offers the flexibility of remote work while requiring a high level of accountability and dedication to customer satisfaction. If you are passionate about helping others and thrive in a fast-paced environment, we encourage you to apply.

Responsibilities:

• Respond to customer inquiries via phone, WhatsApp, email, SMS or chat and escalate complex issues to the appropriate person.
• Book all types of existing patient appointments after carefully reviewing the patient’s file and their next visit requirements.
• Handle new patient inquiries and book new patient appointments pursuant to company policies.
• Identify customer needs and concerns, proactively find solutions to meet their requirements.
• Resolve customer issues by providing accurate information and solutions.
• Escalate complex or unresolved issues to the appropriate person.
• Maintain detailed and accurate records of customer interactions.
• Provide feedback to improve products, services, and customer experience.
• Meet or exceed performance metrics, including response time, full and efficient scheduling, and customer satisfaction.
• Stay updated on company policies, products, and services. Develop a strong understanding of our company's offerings to provide accurate and helpful assistance to customers.
• Collaborate with team members to ensure consistent and high-quality customer interaction and support.
• Exhibit clear and professional written and verbal communication, maintaining a friendly and empathetic tone in all interactions.
• Effectively manage multiple customer inquiries while meeting response time expectations.

Requirements:

• Proven experience in customer service or a related field.
• Excellent English language communication skills, both verbal and written.
• Ability to convey information clearly and professionally.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work independently and manage time effectively.
• Proficiency in using computer systems, software, and digital communication tools.
• Reliable internet connection and a quiet, suitable workspace.
• Self-motivated and able to work independently with minimal supervision.
• Time management skills to effectively prioritize and manage customer interactions.
• Flexibility to work a variety of shifts, including evenings, weekends, and holidays if required.
• Customer service training is a plus.