Customer Service

Sinocare; Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

Sinocare in the Philippines is seeking a dedicated customer support professional to handle frontline calls, provide product guidance, and follow up on cases during a low-volume launch phase.

You will train and coach team members, monitor service quality, and support daily operations as demand grows, including coordination for US customer service hours.

Qualifications

• Proficient in spoken and written English for US customer support.
• Experience in customer service or call centers preferred.
• Experience in coaching, quality monitoring, or handling complaints is a plus.
• Ability to follow and explain procedures with attention to detail.

Responsibilities

• Handle frontline customer calls, inbound/outbound, and follow up on cases during low-volume phase.
• Provide product-related assistance and troubleshooting per product instructions.
• Document case details and escalate complex issues per procedures.
• Maintain call recordings and case records for quality review.
• Escalate safety or quality concerns to the appropriate team.
• Balance frontline support with training, quality monitoring and follow-up.

Skills

English proficiency

Customer service

Call center experience

Team coaching

Quality monitoring

Tools

ERP systems

Ticketing systems

Job description

Key Responsibilities

1. Frontline Customer Support & Case Follow-up

• Personally handle incoming customer calls when required, make outbound callbacks, respond to customer inquiries, and follow up on pending cases during the initial low-volume phase.
• Provide product-related assistance and troubleshooting guidance in accordance with approved product instructions and company procedures.
• Handle complaints professionally, document case details accurately, and track unresolved issues until the required follow-up actions are completed.
• Maintain call recordings and case records in accordance with company policy, ensuring customer interactions are traceable and available for quality review.
• Escalate complex cases, potential product quality issues, and safety-related concerns to the appropriate team according to established procedures.
• Balance frontline customer support with training, quality monitoring, and complaint follow-up responsibilities.

2. Training & Team Coaching

• Deliver onboarding and refresher training using existing product materials, SOPs, and training resources.
• Coach customer service representatives on customer communication, case documentation, complaint recognition, and escalation procedures.
• Use practical scenarios and call reviews to verify that team members understand and correctly apply established procedures.
• Provide clear feedback and follow-up coaching when service or quality gaps are identified.

3. Service Quality Monitoring

• Review call recordings and case records to assess accuracy, completeness, customer communication, and compliance with established procedures.
• Track complaints and outstanding cases, follow up on pending actions, and identify recurring execution issues.
• Maintain basic service quality reports and communicate significant issues or improvement suggestions to management and headquarters.

4. Daily Operations & Future Team Development

• Support the initial operation through direct customer handling, callbacks, case follow-up, and service process execution during agreed Philippine office hours.
• As customer demand increases, support the recruitment, onboarding, coaching, and performance monitoring of additional customer service representatives.
• Help coordinate handovers, staffing arrangements, and shift coverage as the operation expands to support US customer service hours.

Requirements

• Good spoken and written English, with clear and professional communication skills for US customer support.
• Previous customer service or call center experience; experience in team coaching, quality monitoring, or complaint handling is preferred.
• Good attention to detail and the ability to understand, follow, and explain established procedures.
• Basic understanding of medical device complaints and the importance of timely quality and safety escalation. Relevant medical device or healthcare experience is preferred, but advanced regulatory expertise is not required.
• Able to maintain accurate records, follow up on open cases, and escalat issues appropriately rather than making unauthorized quality, regulatory, or medical decisions.
• Patient and effective coaching skills, with the ability to explain procedures clearly and help others apply them correctly.
• Willingness to handle customer calls and callbacks personally rather than working in a purely supervisory capacity.
• Experience with blood glucose monitoring products, healthcare, ERP/ticketing systems, or communication with a headquarters team is an advantage. Mandarin is a plus, not a requirement.