• Maintaining a positive, empathetic, and professional attitude toward customers at all times. • Responding promptly to customer inquiries. • Communicating with customers through various channels. • Acknowledging and resolving customer complaints. • Knowing our products inside and out so that you can answer questions. • Processing orders, forms, applications, and requests. • Keeping records of customer interactions, transactions, comments, and complaints. • Communicating and coordinating with colleagues as necessary. • Providing feedback on the efficiency of the customer service process. • Managing a team of junior customer service representatives. • Ensure customer satisfaction and provide professional customer support.

• Own disputes processing for the Mexico market end-to-end — this is the core of the role • Handle domestic chargeback cases using your deep knowledge of PROSA and Visa dispute procedures, ensuring accurate, timely resolution • Handle international chargeback cases by coordinating with card networks, international acquirers, and internal teams, ensuring disputes are documented, escalated, and resolved in line with global scheme rules and timelines • Serve as a direct point of contact for B2B clients via non-voice channels (email, chat, ticketing), explaining dispute requirements, outcomes, and processes with clarity and patience — clients range from sophisticated risk teams to those newer to the process • Collaborate closely with internal global operations and CX teams to escalate feedback, surface issues, and contribute to continuously improving how we handle disputes at scale • Operate efficiently within defined workflows using internal tools, consistently meeting or exceeding key performance metrics • Stay current on products, services, payment regulations, and industry trends; contribute to internal knowledge resources to support cross-team capability • Take full ownership of your work with minimal supervision — proactively identifying issues and driving them to resolution independently

Role Description This role is essential for ensuring a seamless experience for patients and providers by serving as the first point of contact for inquiries and support needs. You will handle high-volume incoming calls, resolve questions, and connect callers with subject matter experts when needed, providing compassionate and efficient assistance. The position involves managing multiple communication channels, including phone, email, and internal platforms, while maintaining professionalism and empathy. You will collaborate with internal teams to facilitate smooth care coordination and contribute to operational projects that enhance service delivery. The environment is fast-paced and dynamic, offering opportunities to make a meaningful impact on patient experiences and outcomes. - Serve as the primary contact for patients and providers, handling inquiries and resolving concerns efficiently - Manage inbound calls and communication through email or internal systems in a high-volume environment - Field clinical referrals, consent forms, and general inquiries, ensuring accurate routing and timely responses - Demonstrate professionalism, empathy, and active listening to provide appropriate solutions - Collaborate across departments to support seamless care delivery and operational initiatives - Contribute to various projects and process improvements within the support team - Maintain flexibility and a positive, solution-oriented attitude in a constantly evolving environment Qualifications - Minimum of 1 year of customer service or administrative support experience - Excellent verbal and written communication skills with the ability to express ideas clearly - Strong problem-solving abilities and ability to handle multiple tasks efficiently - Exceptional customer service skills, ensuring positive interactions and member satisfaction - Comfortable collaborating with internal teams to achieve shared goals - Ability to adapt to change, work under pressure, and embrace feedback constructively - Preferred: healthcare or inbound contact center experience, basic computer skills, familiarity with Microsoft Office applications Requirements - Minimum of 1 year of customer service or administrative support experience - Excellent verbal and written communication skills with the ability to express ideas clearly - Strong problem-solving abilities and ability to handle multiple tasks efficiently - Exceptional customer service skills, ensuring positive interactions and member satisfaction - Comfortable collaborating with internal teams to achieve shared goals - Ability to adapt to change, work under pressure, and embrace feedback constructively - Preferred: healthcare or inbound contact center experience, basic computer skills, familiarity with Microsoft Office applications Benefits - Competitive base salary and potential performance-based incentives - Comprehensive medical, dental, and vision insurance - Paid time off and company holidays - Retirement plan options with employer contributions - Disability and life insurance coverage - Flexible remote work environment - Opportunities for professional development and career growth - Additional perks to support work-life balance and wellness

• Manage the customer hotline for the FILAKS.PLUS software product • Analyze and resolve software issues • Collaborate with Development, Consulting, Product Management, and Sales • Document and handle inquiries in the ERP system • Create action and procedural instructions • Monitor internal hotline processes and improve support efficiency • Actively participate in the continuous improvement of FILAKS.PLUS