Customer Experience Specialist - Overnight Shifts

We are a full-service GP provider, but not your typical GP practice. We’re re-imagining the way people access primary healthcare using a mobile app and exceptional customer experiences. The Tend customer journey is all about listening to and understanding individual needs and tailoring services to meet them. People are at the heart of everything we do.

This role is pivotal to our Customer Experience Team. You will be delivering outstanding customer service and support, leading to better health outcomes for our customers. You will work closely with our clinical and non-clinical teams on all aspects of delivering and improving great customer experience.

We will require the successful candidate to attend in-person training at one of our clinics in Auckland, Tauranga or Christchurch. After the initial training, the hours will be as follows

• Wednesday 9pm - 7am
• Thursday 9pm - 7am
• Friday 9pm - 7am
• Saturday 9pm - 7am

About the role:

Your focus will be delivering customer-first service, liaising with patients, their families and care providers. You will be the “go to” for resolving customer experience issues and providing support to the clinical team. Ultimately, you will be proactive in making all patient experiences seamless, accessible, timely, and as safe as possible. Key responsibilities include:

• Answering customer queries via phone, social media, email & messaging within our app.
• Providing insight into process improvement with the front-of-house & clinical operations.
• Support clinical inbox, clinical administration & improving health targets.
• Assisting with clinical enrolments.
• Handling patient files

Experience Required:

• Customer service experience
• Able to thrive in a fast-paced environment
• Exceptional written and verbal communication skills
• Detail oriented and the ability to multitask
• Team player who can collaborate with various departments
• Tech savvy
• Ability to think on your feet and display good judgment and decision making skills

If you're passionate about customer care and would like to step into the healthcare industry to make a difference, we would love to hear from you!