- Manage the live chat line, responding promptly to patient inquiries with professionalism and empathy. Mostly text and email with occasional phone support.
- Provide accurate information about products, services, and order processes, within approved guidelines.
- Triage patient queries to the appropriate internal teams (sales, clinical, or logistics) as required.
- Follow up with patients to ensure their queries or requests are resolved satisfactorily.
- Maintain clear, professional, and compliant written communication across multiple channels and inboxes.
- Support the customer service and sales teams with patient-related administrative tasks - using existing document and email templates.
- Facilitate the escalation of more complex requests to a nurse or the correct internal team member.
- Maintain accurate patient interaction records in CRM and order management systems.
- Assist with reporting and documentation relating to patient inquiries and service levels.
- Collaborate with logistics and fulfillment teams to ensure smooth and timely delivery of patient orders.
- Handle patient information with confidentiality, adhering to privacy and data protection requirements.
- Other roles specific duties as they arise.
Requirements
- Certificate or Diploma in Health Administration, Customer Service, or related field.
- Prior experience in a healthcare, pharmaceutical, or natural health company preferred.
- Experience providing online or chat-based support highly advantageous.
- Proficiency with CRM or customer support platforms (HubSpot Help Desk experience highly advantageous).
- Competent in Microsoft Office and Google Workspace.
- Familiarity with order management systems (e.g., CIN7, Xero) preferred.
- Excellent English language and written communication skills.
- Empathetic and patient-focused communication style.
- Strong attention to detail and ability to handle sensitive information discreetly.
- Professional, calm, and confident under pressure.
- Organised and reliable, with the ability to manage multiple tasks efficiently.
- Passion for natural medicine and improving patient wellbeing.
- Integrity and respect in dealing with confidential information.
- Team-oriented, collaborative, and proactive in supporting others.
Benefits
Why Join Twoconnect?
We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:
- Work from home
- Mon - Fri: 7:00 AM – 4:00 PM PHT(adjustments will be made for daylight saving time)
- HMO with 1 free dependent and medical reimbursements
- Government-mandated benefits
- Work from home allowances
- Opportunities to work with leading companies in Australia and beyond
- Training programmes for career development
- Engaging company outings, team activities and wellness sessions
- Supportive, inclusive culture
- Dedicated managers focused on your growth and success
Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.
We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.
Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.
Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.
🔗 Learn more about us through our official pages:
Website: https://twoconnect.com.au/
Careers: https://apply.workable.com/twoconnect-careers/
LinkedIn: https://linkedin.com/company/twoconnectau
Facebook: https://www.facebook.com/2woconnect/
Instagram: https://www.instagram.com/twoconnect_/
