Customer Service & Wellness Coordinator (Remote)
Location: Remote (South Africa)
Hours: Approximately 30 hours per week
Working Hours: Regular business hours (3:00 PM-11PM)
Employment Type: Long-term Opportunity
About the Opportunity
Our client is a growing US-based longevity and wellness company dedicated to helping patients achieve better health through exceptional care and support. We are looking for a compassionate, highly organised, and proactive Customer Service & Wellness Coordinator who is passionate about delivering a premium patient experience.
This role is primarily focused on providing high-end customer service while supporting the patient journey from enquiry through to order fulfilment. You'll also assist with light sales by answering membership enquiries, guiding patients through the purchasing process, and identifying opportunities for appropriate product recommendations.
Key Responsibilities
- Deliver exceptional customer service via phone, email, and other communication channels.
- Answer incoming patient enquiries with professionalism, empathy, and confidence.
- Schedule and manage patient appointments.
- Follow up with patients to ensure an outstanding customer experience.
- Process customer orders accurately and efficiently.
- Contact patients to verify information, confirm orders, and provide reorder reminders.
- Assist patients with membership enquiries and light sales support.
- Coordinate medication orders and shipping logistics with partner pharmacies.
- Ensure all patient requests and issues are followed through to completion.
- Escalate complex issues to the appropriate team members and proactively follow up until resolved.
- Maintain accurate patient records and documentation.
- Build lasting relationships by delivering a personalised, high-quality customer experience.
Requirements
- Minimum 3 years' experience in Customer Service, Customer Support, Patient Support, or Customer Success.
- Previous experience processing customer orders and coordinating customer enquiries.
- Comfortable speaking with customers over the phone and building rapport.
- Excellent verbal and written English communication skills.
- Strong organisational and time-management skills.
- High attention to detail and accuracy.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving skills with the confidence to take ownership of customer issues.
- Proficient in Microsoft Office and comfortable learning new systems.
- Previous experience in a healthcare, medical, wellness, pharmacy, or longevity environment is highly advantageous.
What We're Looking For
- A customer-first mindset with genuine empathy for patients.
- Friendly, professional, and confident communication skills.
- Highly organised, accountable, and dependable.
- Takes ownership and follows through until issues are resolved.
- Uses initiative and common sense to make sound decisions.
- Comfortable working independently in a remote environment.
- Naturally proactive and able to identify opportunities to improve the patient experience.
- Someone looking for a long-term opportunity with a growing company.
Technical Requirements
- Reliable fibre internet connection.
- Backup power solution (UPS/Inverter).
- Quiet, professional home office.
- Laptop or desktop suitable for remote work.
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