Customer Service Leader

getzhealthcare; Pasig; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

Getz Healthcare Philippines seeks a senior leader to transform the customer service function from transactional order processing to a strategic, customer-centric organization. You will define the vision, develop a roadmap, and champion a culture focused on best-in-class experiences and loyalty.

You will lead the transformation with a focus on metrics, automation, and collaboration across sales, supply chain, and technical teams to deliver end-to-end service excellence.

Qualifications

• Bachelor’s degree in Business, Healthcare Management, or related field.
• Proven track record of transforming customer service organizations into best-in-class operations.
• Experience with change management and organizational transformation.

Responsibilities

• Define and execute a customer service vision aligned with the company mission and values.
• Develop and implement a roadmap to transition from transactional to proactive, value-driven customer engagement.
• Establish and monitor service performance metrics (NPS, CSAT, response times, first-contact resolution).
• Build and mentor a high-performing customer service team and foster continuous improvement.
• Collaborate with sales, supply chain, and technical teams to deliver end-to-end service and gather customer insights.

Skills

Leadership

Change management

Communication skills

CRM

Analytics tools

Education

Bachelor’s degree in Business/Healthcare Management or related field

Master’s degree (advantage)

Tools

CRM

Ticketing systems

Analytics tools

Job description

This role will lead the transformation of Getz Healthcare Philippines’ customer service function from a transactional, order-processing role into a strategic, customer-centric organization that delivers best-in-class experiences, strengthens customer loyalty, and drives business growth.

KEY RESPONSIBILITIES:

STRATEGIC RELATIONSHIP

• Define and execute a customer service vision aligned with Getz Healthcare’s mission and values, develop and implement a roadmap to transition from transactional support to proactive, value-driven customer engagement and champion customer-centric culture across the organization.

OPERATIONAL EXCELLENCE

• Establish and monitor service performance metrics (NPS, CSAT, response times, first-contact resolution, streamline processes, introduce automation, and leverage technology to improve efficiency and accuracy and ensure compliance with healthcare industry regulations and company policies.

TEAM DEVELOPMENT

• Build, mentor, and inspire a high-performing customer service team, introduce training programs on empathy, problem-solving, and consultative communication and foster accountability and continuous improvement.

CUSTOMER EXPERIENCE INNOVATION

• Implement best practices in customer journey mapping and experience design, collaborate with sales, supply chain, and technical teams to deliver seamless end-to-end service and introduce feedback loops to capture customer insights and drive improvements.

STAKEHOLDER ENGAGEMENT

• Act as the voice of the customer within the organization, partner with leadership to align customer service initiatives with business goals and represent Getz Healthcare Philippines in regional/global customer service forums.

QUALIFICATIONS:

• Bachelor’s Degree in Business, Healthcare Management, or related field. Master’s Degree, an added advantage.
• Minimum 8–10 years of customer service leadership experience, ideally in healthcare, pharmaceuticals, or related industries with proven track record of transforming customer service organizations into best-in-class operations.
• Strong knowledge of customer service technologies (CRM, ticketing systems, analytics tools) including extensive experience in change management and organizational transformation.
• Visionary leadership with the ability to inspire cultural change, Exceptional communication and interpersonal skills, analytical mindset with strong problem-solving abilities.
• Customer-first orientation with a passion for service excellence.
• Resilience and adaptability in a fast-paced, regulated industry.