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