Conversion & CX Leader — Dialysis Guest Experience

Nephrocare Health Care Services Inc.; Makati; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

NephroPlus Philippines is seeking a Manager to own end-to-end handling of guest inquiries and conversion to first dialysis treatments. You will lead centralized customer service, track leads and complaints, coordinate with dialysis centers, and drive measurable service improvements.

Experience with Facebook/Messenger, CRM tools, and digital lead-generation analytics is valued. The role balances operations with marketing insights and cross-functional collaboration in a fast-paced environment.

Qualifications

• 3–5 years in customer service, contact center operations, inside sales or lead conversion.
• Prior team supervision preferred.
• Demonstrated ability to handle escalations and drive follow-up and conversion outcomes.

Responsibilities

• Oversee inquiries from Facebook, Messenger, telephone, website and other channels; ensure every lead is logged, assigned and contacted within agreed service levels.
• Manage qualification, follow-up cadence, appointment coordination and handover to center managers and Growth Executives.
• Track leads through inquiry, contact, qualification, center visit or consultation, and first completed dialysis treatment; count conversion at treatment commencement.
• Provide Marketing with structured feedback on lead quality and campaign-to-treatment performance.
• Maintain centralized intake and tracking for complaints via calls, Facebook, Messenger and other channels.

Education

Bachelor's degree in Business, Marketing, Communications or related discipline

Tools

CRM tools

Meta Business Suite

Facebook Messenger

Job description

NephroPlus Philippines is seeking a Manager to own end-to-end handling of guest inquiries and conversion to first dialysis treatments. You will lead centralized customer service, track leads and complaints, coordinate with dialysis centers, and drive measurable service improvements.

Experience with Facebook/Messenger, CRM tools, and digital lead-generation analytics is valued. The role balances operations with marketing insights and cross-functional collaboration in a fast-paced environment.