Customer Service Leader

About the role

As a , you will play a pivotal role in ensuring exceptional service delivery to our clients in the healthcare sector. You will oversee a dedicated team, driving performance and fostering a customer-centric culture. Your leadership will be crucial in enhancing customer satisfaction and loyalty, while also implementing strategies to improve operational efficiency. This position is based in Pasig, Luzon, and offers a full-time engagement, allowing you to make a significant impact in a dynamic and rewarding environment.

Key facts

What you'll do

• Lead and manage a team of customer service representatives, providing guidance and support to ensure they meet performance targets and deliver high-quality service.
• Develop and implement customer service policies and procedures that align with the company's objectives and enhance the customer experience.
• Monitor team performance through key performance indicators (KPIs) and metrics, providing regular feedback and coaching to team members.
• Collaborate with other departments, such as sales and logistics, to streamline processes and resolve customer issues efficiently.
• Analyze customer feedback and service trends to identify areas for improvement and recommend actionable solutions.
• Conduct regular training sessions for the customer service team to enhance their skills and knowledge of products and services.
• Act as the primary point of contact for escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Prepare and present reports on customer service performance to senior management, highlighting achievements and areas for development.
• Foster a positive team environment that encourages collaboration, innovation, and continuous improvement.
• Stay updated on industry trends and best practices in customer service to ensure the team remains competitive and effective.
• Manage customer service budgets and resources effectively, optimizing operational costs while maintaining service quality.
• Participate in recruitment and onboarding processes for new customer service staff, ensuring a smooth transition into the team.

Requirements

• A minimum of 5 years of experience in customer service, with at least 2 years in a leadership role, preferably within the healthcare industry.
• Strong understanding of customer service principles and practices, with a proven track record of enhancing customer satisfaction.
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
• Demonstrated ability to lead and motivate a team, fostering a culture of accountability and high performance.
• Proficient in using customer service software and tools, with experience in data analysis and reporting.
• Strong problem-solving skills, with the ability to think critically and make informed decisions under pressure.
• A bachelor's degree in business administration, healthcare management, or a related field is preferred.
• Ability to work flexible hours, including evenings and weekends, as needed to meet customer demands.

Nice to have

• Experience in implementing customer service improvement initiatives and projects.
• Familiarity with healthcare regulations and standards, particularly in customer service contexts.
• Knowledge of CRM systems and their application in enhancing customer interactions.
• Multilingual capabilities, particularly in Filipino and English, to cater to a diverse customer base.

Skills & tools

• Customer Relationship Management (CRM) software
• Microsoft Office Suite (Excel, Word, PowerPoint)
• Data analysis and reporting tools
• Communication and interpersonal skills
• Leadership and team management skills
• Conflict resolution and negotiation skills

Practical notes

• This position is located in Pasig, Luzon, and requires full-time commitment.
• The salary for this role will be competitive and commensurate with experience.
• Visa sponsorship may be available for qualified candidates.
• Interested applicants can apply through the Getzhealthcare career portal at https://getzhealthcare.bamboohr.com/careers/286.
• Additional details regarding the company culture and benefits will be provided during the interview process.

Join Getzhealthcare as a Customer Service Leader and be part of a team that is dedicated to improving healthcare delivery through exceptional customer service. Your leadership will help shape the future of our customer interactions, making a meaningful difference in the lives of our clients and their patients.