Global Clinical Support Engineer – CRM & Case Management

PAN ASIA HR CONSULTING PH INC.; Laguna; On-site; PHP 502,000 - 837,000; Full time

Job summary

PAN ASIA HR CONSULTING PH INC. seeks a customer-support professional to independently transfer inquiries from Global Customer Care, upgrading cases per process specs and creating cases in CRM systems Laboratory Materials or Digital, Clinical.

You will support minor to severe impairments affecting customer production, while liaising with internal and external partners. English proficiency is required (C1); Spanish (C1) is a plus for LATAM assignments.

Qualifications

• Engineering graduate (4-year degree) or Dental Assistant with commercial training; for Clinical Support roles, a licensed Dentist with at least 5 years of experience.
• 2–3 years of customer handling experience, including telephone support.
• Proficient in CRM systems and Microsoft Office. English (C1); Spanish (C1) if assigned to LATAM Support.
• Customer-focused, team-oriented, and resilient under pressure.
• Willing to travel globally on a limited basis for training or assignments.

Responsibilities

• Transfer customer inquiries from Global Customer Care from available communication channels, upgrading automatically generated cases through targeted inquiries according to process specifications
• Create cases in the available CRM system either Laboratory Materials or Digital, Clinical
• Steer non-regulatory cases to the appropriate sub-process
• Provide process-compliant support for minor or medium (Class I) to severe (Class II) impairment of use or critical (Class III, with support if necessary) impairment of the customer's production or partial / complete system failure
• Provide customer contact for advice and/or problem solving in local or English (other languages optional, possibly in cooperation with other support locations)
• Trigger sub-processes as part of finding solutions in the existing CRM system according to WI or other specifications
• Cooperate with internal 3rd level support, e.g. developers or external partners in the event of an unsuccessful solution
• Complete case recording according to the process in the existing CRM system
• Support the telephone hotline outside business hours or, if required, by arrangement in the form of a stand-by service (emergency service)
• Participate in respective available Shopfloor meetings to create transparency, with independent reporting as directed by the Board

Skills

CRM systems

Microsoft Office

Customer handling

Telephone support

English (C1)

Spanish (C1)

Education

Engineering degree

Dental Assistant training

Licensed Dentist (Clinical Support)

Job description

PAN ASIA HR CONSULTING PH INC. seeks a customer-support professional to independently transfer inquiries from Global Customer Care, upgrading cases per process specs and creating cases in CRM systems Laboratory Materials or Digital, Clinical.

You will support minor to severe impairments affecting customer production, while liaising with internal and external partners. English proficiency is required (C1); Spanish (C1) is a plus for LATAM assignments.