About the job Customer Service Representative
Discover your 100% YOU with MicroSourcing!
Position: Customer Service Representative
Work setup: Hybrid | Night shift
Location: Eastwood, Quezon City
Why join MicroSourcing?
You'll have:
Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your role:
The Customer Service Representative serves as the first point of contact for patients and healthcare providers at Freedom Mobility Center, handling inquiries related to durable medical equipment (DME), repairs, billing, and service updates across multiple communication platforms.
This role is critical to the patient's experience, delivering timely, compassionate, and accurate support while ensuring every interaction is documented correctly and resolved within established service-level expectations.
The Customer Service Representative operates with a high level of accountability and professionalism, ensuring that patient needs are addressed with empathy and urgency, that records remain compliant and audit-ready, and that concerns are resolved or escalated efficiently.
Essential Duties and Responsibilities
Customer Interaction & Communication
Respond to inbound and outbound calls regarding DME orders, repairs, billing inquiries, and service updates, ensuring each interaction is handled with empathy, professionalism, and efficiency.
Handle repair requests, product inquiries, sales, and other service-related concerns by actively listening to patient needs, documenting details accurately, and providing clear next steps.
Communicate with patients via Textline, maintaining a compassionate tone and ensuring a high Net Promoter Score (NPS) through timely and helpful responses.
Send professional emails and text messages to patients and internal teams for updates, confirmations, appointment reminders, and follow-ups.
Educate patients on the use, care, and insurance coverage of durable medical equipment, ensuring they understand how to operate and maintain their devices safely.
Adhere to company policies, including HIPAA compliance, privacy standards, and proper documentation of all customer interactions to meet regulatory and ethical standards.
Transfer incoming calls to the appropriate staff and check and route voicemail messages accordingly.
Recognize, document, and alert the supervisor to trends in customer calls.
Sales Lead Identification
Identify and act on sales and upsell opportunities during patient interactions, capturing potential leads for new or additional equipment.
Convert opportunities where applicable:
General inquiries active equipment workflows
Repair requests new equipment (when applicable)
Accurately capture and document lead details, then route qualified leads to the Sales team and Sales Conversion Team Lead for follow-through.
Clearly explain product and service options to patients to support informed decisions and drive conversion.
Follow up on open opportunities with urgency to maintain conversion momentum and minimize lead drop-off.
System & Ticket Management
Use Freshdesk to manage and resolve service tickets within defined SLA timelines, ensuring all cases are tracked, updated, and closed appropriately.
Accurately log calls and service requests in Brightree and other internal systems, maintaining complete and compliant records for each interaction.
Send and manage PulseM surveys to gather patient feedback, identify service gaps, and contribute to continuous improvement efforts.
Technical Support & Troubleshooting
Perform basic troubleshooting for power wheelchairs over the phone, guiding patients through simple fixes and escalating complex issues to the appropriate team.
Billing & Payment Support
Handle billing questions and process copay payments as requested by customers, ensuring accuracy and clarity in financial transactions and patient communication.
Cross Departmental Coordination
Collaborate with internal departments such as Repair, Scheduling, and Sales to ensure seamless service delivery and resolution of patient concerns.
Knowledge & Professional Development
Maintain up-to-date knowledge of company products, services, policies, and industry standards to provide accurate information and support to patients and colleagues.
Participate in ongoing training and team meetings to stay informed about system updates, process changes, and performance expectations.
Key Skills & Competencies
Customer focus – demonstrates empathy and urgency in addressing patient needs
Clear, compassionate, and professional communication with patients and staff
Basic troubleshooting skills to guide patients through simple DME issues
Critical thinking and sound decision-making
Attention to detail and documentation accuracy
Team collaboration across cross-functional teams
Accountability and ownership mindset
Adaptability and coachability
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About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
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