• You’ll take full ownership of Drivse’s global post-purchase experience • Lead a 30-person customer service team based in the Philippines • Working closely with local team leads while partnering with senior leadership • Build scalable systems, enforce operational standards, and eliminate repeat failures • Own refund, cancellation, and chargeback performance • Create proactive retention strategies to reduce churn • Ensure same-day processing of cancellations and refunds • Define and track KPIs across multiple metrics • Translate data into action plans • Act as the voice of the customer across Product, Operations, Marketing and Logistics

• Serve as the first point of contact for customers seeking support assistance through our ticketing system • Perform remote troubleshooting through diagnostic techniques and pertinent questions (using our Solutions DB as a base) • Determine the best solution based on the issue and details provided by customers • Walk the customer through the problem-solving process • Escalate unresolved issues to the next level of support as required • Keep tickets up to date with the progress/analysis made (communication, escalations, proper status management, time tracking) • Follow-up (internally and externally to the customer and other parties) and update customer status and information • Pass on any feedback or suggestions by customers to the appropriate internal team • Identify and suggest possible improvements in procedures • Participate in developing our Knowledge Base by documenting solutions or proposing improvements to the existing documentation.

• Respond to potential and existing customers through multiple channels (phone, email, chat room, social media) • Take responsibility for customers' problems and track the requests accurately • Manage orders from receipt to delivery • Maintain accurate records and document customer service actions and discussions • Maintain an orderly workflow according to priorities • Be the point of contact for the onboarding of new customers • Occasional translations or assistance to other services. • Bring in ideas to improve the customer service experience

Role Description Qualfon company is hiring immediately for customer service professionals to work from home (100% remote) fielding inbound calls from our customers, pharmacies, and doctor offices regarding patient pharmacy benefits. Our Customer Service Representatives will have virtual paid training from their home in Kentucky. - Must live in the State of Kentucky - Hourly pay rate - $14/hr - Answer incoming calls and assist customers, pharmacies, and doctor offices. - Research information in databases to resolve customer service issues. - Maintain composure in escalated situations. - Operate accurately and efficiently in a fast-paced environment. - Handle multiple responsibilities at one time. - 100% attendance during training. Qualifications - At least 1 year of Call Center experience preferred. - At least 1 year of work at home experience required. - Self-motivated and able to work independently and adhere to assigned schedule with minimal assistance. - Excellent verbal, written, and listening skills. - Professional and articulate voice. - Ability to multi-task in several computer applications at once while holding a conversation with a customer. - Enjoy working in a fast-paced, and at times, hectic environment while maintaining a professional attitude. - Computer savvy and can resolve minor technical issues with minimal assistance. - Basic math skills required. - Ability to problem solve. - At least 18 years of age or older. - High School Diploma or GED. Requirements - Desktop or laptop (Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, and Android systems are NOT permitted). - Operating system – Windows 11. - Webcam-Video available. - The computer must have at least a minimum of 8GB of RAM, 16GB RAM preferred. - CPU must be a 9th generation or later Intel processor or AMD Zen3 or later processor. - Minimum of 128GB storage available. - High-speed Internet via wired ethernet connection, no Wi-Fi, Satellite or Hot Spot. - Wired provider- No mobile broadband connections allowed. - Upload speed of 25 Mbps; Download speed of 50 Mbps. - The Internet service provider (ISP) must be highly stable with 1% or less packet loss. - Latency under 100ms. - USB headset with noise-canceling microphone (Jabra, Plantronics, or Logitech are recommended); 3.5 mm headsets and gaming style headsets are not approved. - Must have available cell phone or tablet with minimum system requirements of Android 8.0 and later or iOS14 or later and must install the Microsoft Authenticator (MFA) Application required by Qualfon IT. Benefits - Further your education and earn a college degree through our Qualfon University program. - Free access to personal and professional support through the Qualfon care coaches program. - Medical, dental benefits, vision and life & accident insurance for full-time employees. - Competitive wages. - Opportunities to earn additional income through incentives. - Paid time off. - Paid Training. - Employee discounts.