Technical Customer Service Lead, Manila

Description

Lead, train, and supervise the customer service team.
Serve as the main contact for customer service and technical support.
Handle complex product inquiries professionally and redirect disease-related questions as needed.
Manage the department email inbox.
Provide on-call and after-hours support for urgent customer needs.
Collaborate with Marketing, Sales, Order Services, Quality, Regulatory, and Distribution teams to support customers.
Maintain accurate and compliant documentation of customer interactions.
Identify and report product issues, including processing FDA incident reports.
Complete daily tasks such as follow-up calls, open call queries, dashboard reviews, and reviewing recorded calls.
Support sales operations by creating Business Partner Masters and Sales Orders.
Run department reports (e.g., 3CX stats) and update schedules (on-call and holidays).
Manage department websites and internal communication (e.g., Teams).
Participate in case studies and departmental projects.

Job Requirements

Possess 2+ years of technical and customer service experience.
Background in science or the medical field, or the ability to grasp highly technical concepts.
Effective oral and written communication skills.
Exceptional attention to detail combined with the ability to interact professionally with a diverse customer base.
Proficiency in server-based software and PC packages.
Maintain a consistently positive attitude and approach towards work and customers.
Strong organizational skills and ability to multitask efficiently.

Highlights

Safety Tips

Be careful if you are offered a job on the spot.