Customer Experience Agent - Healthcare Account | Dayshift | Onsite- Eastwood - Muntinlupa
At Acquire Intelligence, our mission is to help business work smarter.
We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.
Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.
If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.
Advance Your Career - Join us today and be part of a team where your work makes an impact!
WHY JOIN THE A-TEAM?
Come for a career, stay for the fun!- HMO coverage for you and your family**
- Yearly Kick Off Parties with major giveaways (like the car in 2023)
- Get recognized through our ‘Value Awards’
- Grow your career - yes, we love to promote internally
- Do meaningful work and collaborate with the best
- 900 promotions given each year
- 2,700+ leadership training courses
A SNAPSHOT OF YOUR ROLE
The Customer Experience (CX) Team is the frontline of We Lysn, providing welcoming, empathetic, professional support to members and clinicians. They manage all inbound channel inquiries and support on administrative outbound tasks as directed.
As part of the A-team, your role plays an important part in our success. Your tasks for the day include, but are not limited to, the following:
Servicing Requirements- Manage all inbound inquiries
- Diary Management
- Client Onboarding
- Administrative Support
- Complaint Resolution
A BIT ABOUT YOU
Consistent to our goal as an organization, at Acquire Intelligence, we are looking for individuals who are passionate in winning; those who enjoy achieving goals with the determination to go beyond hurdles. As a Customer Experience Agent, you can perform well if you have:
Essential Qualifications- Excellent verbal and written English communication skills, with strong attention to tone, clarity, and professionalism.
- Proficiency in CRM platforms (e.g. HubSpot, Salesforce) and ticketing systems (e.g. Zendesk) for case management and reporting.
- Comfort with digital communication tools, such as video conferencing platforms, internal messaging systems (e.g. Slack, Teams, ClickUp)
- Understanding of privacy and confidentiality principles, including familiarity with data protection regulations (e.g. Australian Privacy Principles, HIPAA if servicing US clients).
- Ability to work across time zones or in 24/7 environments, with experience or willingness to work shifts.
- Customer service experience in a multi-channel environment (phone, email, chat, sms), including both inbound and outbound communications.
- Experience in Telehealth, Healthcare, or Mental Health services, with a strong understanding of the sensitivities and responsibilities involved in supporting vulnerable individuals.
- Managing and resolving customer complaints with empathy, professionalism, and adherence to relevant privacy and clinical escalation protocols.
- Working within a remote, 24/7 or global service environment.
- Exposure to SaaS, tech platforms, or digital service delivery models (desirable but not essential).
- Collaborating cross-functionally with clinical, product, engineering, marketing, and partnerships teams to enhance the end-to-end client experience.
- Supporting clients and clinicians simultaneously, balancing administrative accuracy with high emotional awareness and responsiveness.
- Experience with customer feedback and quality assurance frameworks, including VoC programs, CSAT/NPS surveys, and service improvement loops.
- Tertiary qualifications in Customer Service, Business, Psychology, Social Work, Health Administration, or a related field.
- Knowledge of mental health referral pathways, such as Medicare, EAP, or insurance-funded services.
- Previous work in a telehealth, healthcare, or allied health setting.
- Training in de-escalation, crisis response, or mental health first aid
Competencies/Personality Traits
Competencies- Emotional Intelligence – Understands and manages their own emotions, and responds appropriately to the emotional needs of clients and team members.
- Crisis Management – Able to assess, escalate, and manage high-risk or distressing situations calmly and effectively.
- Communication Excellence – Skilled in clear, compassionate, and professional communication across multiple channels (phone, email, chat, etc.).
- Conflict Resolution – De-escalates challenging conversations and mediates sensitive client or team concerns.
- Client-Centric Mindset – Always considers the emotional safety, privacy, and dignity of clients.
- Process-Oriented Thinking – Can contribute to, and adapt to workflows that enhance service delivery without compromising care.
- Technological Proficiency – Comfortable navigating telehealth platforms, ticketing systems, CRM, and internal communication tools.
- Analytical Thinking – Gathers and interprets customer feedback and service metrics to drive continuous improvement.
- Empathetic – Authentically understands and validates the lived experiences of others.
- Resilient – Maintains performance and emotional steadiness under pressure or after exposure to distressing interactions.
- Composed – Stays calm, mature, and grounded in challenging or emotionally intense situations.
- Ethical – Maintains confidentiality and adheres to mental health sector regulations and values.
- Adaptable – Thrives in a fast-evolving, tech-driven, and occasionally unpredictable environment.
- Solutions-Focused – Quickly identifies actionable paths forward without losing sight of the client’s emotional state.
WHAT WE VALUE
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
- Curious and Clever: Smart questions spark smart solutions.
- Entrepreneurial Energy: Think like an owner. Solve like a founder.
- Fast with Intent: We move fast and deliver real results.
- Laugh and Learn: We don’t take ourselves too seriously, just our results.
What are you waiting for?
Come for a career, stay for the fun!