Customer Service Specialist

Jocson College Inc.; Taguig; Hybrid; PHP 279,000 - 334,800; Full time

Benefits offered by this job

Free Shuttle Service

Job summary

A leading healthcare company in Taguig City seeks a Senior Representative for Customer Service Operations. This role requires providing excellent customer service, managing accounts, and supporting sales teams. The ideal candidate has at least one year of experience or is a fresh graduate specializing in BPO or Call Center. Responsibilities include order fulfillment, problem resolution, and collaboration with cross-functional teams. This position offers a hybrid setup and is part of a Fortune 500 Company.

Qualifications

• At least 1 year of experience in customer service operations.
• Fresh graduates specializing in BPO/Call Center are welcome.
• Ability to manage customer accounts and improve operational execution.

Responsibilities

• Provide outstanding customer service and manage customer accounts.
• Handle customer orders and resolve issues.
• Support operational improvements to enhance customer experience.

Skills

Outstanding customer service

Problem-solving

Invoicing and reimbursement knowledge

Cross-functional communication

Education

Bachelor's/College Degree or equivalent

Job description

Cardinal Health International Philippines

National Capital Region (NCR), Taguig City

• At least 1 year(s) of working experience in the related field is required for this position.
• Candidate must possess at least a Bachelor's/College Degree, Senior High School Diploma, Some College (But did not graduate) on any course.
• Fresh Grad / Entry Level specializing in BPO/Call Center or equivalent.

Responsibilities

What Customer Service Operations contributes to Cardinal Health

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.

Responsible for providing outsourced services to customers relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.

Job Summary

The Senior Representative, Customer Service Operations is responsible for providing outstanding customer service and managing accounts while providing sales support to field sales representatives. This job establishes, maintains and enhances customer service via appropriate contract administration, timely order fulfillment, and providing exemplary customer support including managing accounts and providing sales support to field sales representatives. The job is also responsible for tracking demand and backorders, complaint and incident reporting and supporting post-sales issue resolutions. The job works directly with customers to strengthen Cardinal Health’s operational performance, strengthen existing customer relationships and assists with the prospecting of new business opportunities. The Senior Representative, Customer Service Operations collaborates cross functionally with Commercial, Finance, Supply Chain and Operations teams to ensure customer account needs are meet, and operational performance is optimized to enhance customer experience.

Provides outstanding customer service and supports improvements in operational execution to ensure service levels are achieved and exceeded.

Manages customer account activity including, but are not limited to; customer order fulfillment, customer backorders/substitutes, product change requests, new/lost business submissions and coordinating any customer questions / issues that may arise.

Provides outsourced services to customers relating to invoicing, reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.

Collects and reviews customer feedback, complaints, recalls and product returns, working closely with Quality and Regulatory teams.

Identifies customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency and develop new customer opportunities.

Supports process improvement initiatives, including but not limited to opportunities for optimizing inventory levels, suppliers and operational performance, cost control and profitability and ultimately customer service.

Builds strong relationships with key business stakeholders (Supply Chain, Finance, Operations, Marketing and Commercial) to work in collaborative approach for improved customer service.

Communicates with customers regarding their needs, questions, and concerns and helps trouble shoot equipment issues as necessary.

Manages cases regarding reporting, backorders, customer complaints, and pricing and processes product complaint and incident reports.

Supports general sales by analyzing account histories, and coordinating internal resources to resolve customer needs.

Investigates and reports on anomalies and discrepancies in point of sales systems, website ordering, and general customer complaint issues.

Redirects customers to applicable in-house resources as necessary.

Supports general post-sales issues resolutions as necessary.

What is expected of you and others at this level

Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments

In-depth knowledge in technical or specialty area

Applies advanced skills to resolve complex problems independently

May modify process to resolve situations

Works independently within established procedures; may receive general guidance on new assignments

May provide general guidance or technical assistance to less experienced team members

Key selling points

Top 14 in the Fortune 500 Companies (2024)

In-house

Hybrid Setup | Free Shuttle Service

Additional Info

• Location: Taguig City, National Capital Region (NCR).