Customer Care Specialist (Tier 1)

Job description

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