Customer Service Representative

About the role

We are looking for a friendly and proactive Customer Service Representative to engage with patients and customers via live‑chat and email. You will support the online sign‑up process, handle inquiries, and ensure compliance with HIPAA and state cannabis regulations.

Key responsibilities

• Conduct live‑chat and email conversations following company standards.
• Assist patients with sign‑up, ID verification, and uploading medical documentation.
• Analyze complaints, provide corrective actions, and maintain a CS rating of 93% or higher.
• Navigate technical issues, flag recurring problems, and communicate feedback to leadership.
• Inform patients about appointments, educate on services, and stay updated on cannabis research and state regulations.
• Coordinate orders between dispensaries and patients, and respond to healthcare provider requests.
• Maintain response times of 45 seconds or less while upholding HIPAA compliance.

Required profile

• Minimum 2 years of customer service experience, preferably phone‑based.
• Excellent verbal and written English communication.
• Typing speed of at least 60 WPM.
• Ability to multitask across chat, email, and callback calls.
• Strong problem‑solving attitude, organized, and able to work graveyard shifts and holidays.
• Fast learner, team player, and capable of working with minimal supervision.

Required skills

• Proficiency with Microsoft Excel.

What we offer

• Competitive compensation with regular salary appraisals.
• Monthly incentive rewards for successful orders and attendance productivity.
• Full‑time employment, career growth opportunities, and potential for promotion.
• Accessible office location in Metro Cebu.
• Service incentive leaves, hazard pay, night‑differential premiums, and HMO/health insurance.
• Work‑life balance and free pre‑hiring medical laboratory tests.