• Handle cancellation requests via phone, chat, WhatsApp and email; • Work to reverse those requests by resolving issues, managing expectations, answering questions and addressing conflicts; • Propose retention plans and actions aimed at keeping customers active; • Recommend improvements to tools, processes and customer service channels; • Participate in training sessions, performance meetings and the creation of action plans.

• Pilotage quotidien de Zendesk : gestion des tickets, priorisation, qualité de réponse, respect des délais. • Traitement des demandes clients avec réactivité, précision et sens du service. • Gestion des réclamations et des situations sensibles, avec une posture de médiation et de cadrage lorsque nécessaire. • Analyse des insatisfactions récurrentes et identification des causes racines. • Collaboration avec les équipes internes pour améliorer la qualité des livrables et l’expérience globale. • Optimisation continue des process support et des parcours de traitement. • Mise en place d’automatisations, workflows et scénarios IA. • Structuration et enrichissement de la base de connaissance. • Coordination étroite avec les pôles Sales, Coaching et Delivery. • Reporting régulier sur la performance support et la satisfaction client.

Role Description We're hiring a detail-oriented and professional Email Support Specialist to handle patient and client communications through our email support channels. If you're a strong writer with excellent follow-through and a passion for helping people — this role is for you. - Respond to patient and client email inquiries promptly and professionally - Provide accurate information on services, appointments, billing, and general support - Compose clear, empathetic, and well-structured email responses - Track and manage open email tickets to ensure timely resolution - Follow up with patients and clients to confirm issue resolution and satisfaction - Escalate complex or sensitive inquiries to the appropriate department - Document all email interactions accurately in our CRM and support systems - Maintain strict patient confidentiality in accordance with HIPAA guidelines Benefits - Competitive pay - Health, dental & vision benefits (full-time employees) - Paid time off & paid holidays - Flexible scheduling options - Supportive team environment and ongoing coaching - Career growth opportunities within ADF Medical Services

• Respond to client inquiries and provide timely, clear communication • Assist with researching options based on client preferences and needs • Coordinate service details and maintain accurate records • Review confirmations and ensure information accuracy • Manage multiple client requests and timelines efficiently • Provide follow-up support and assist with updates as needed