Technical Customer Service Lead

Arkray Industry West, Inc.; Manila; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading medical technology company in Metro Manila is seeking a Customer Service Supervisor to lead and train a dynamic team. Responsibilities include serving as the main contact for customer inquiries, managing the department's email, and providing urgent support. The ideal candidate will have over 2 years of experience in technical and customer service roles, effective communication skills, and a background in science or medical fields. This position offers a collaborative work environment with opportunities for professional growth.

Qualifications

• 2+ years of experience in a technical and customer service role.
• Background in science or medical field is preferred.
• Excellent communication skills, both oral and written.

Responsibilities

• Lead, train, and supervise the customer service team.
• Handle complex product inquiries and manage department email inbox.
• Provide on-call and after-hours support for urgent customer needs.

Skills

Technical and customer service experience

Effective communication skills

Attention to detail

Proficiency in server-based software

Strong organizational skills

Job description

• Lead, train, and supervise the customer service team.
• Serve as the main contact for customer service and technical support.
• Handle complex product inquiries professionally and redirect disease-related questions as needed.
• Manage the department email inbox.
• Provide on-call and after-hours support for urgent customer needs.
• Collaborate with Marketing, Sales, Order Services, Quality, Regulatory, and Distribution teams to support customers.
• Maintain accurate and compliant documentation of customer interactions.
• Identify and report product issues, including processing FDA incident reports.
• Complete daily tasks such as follow-up calls, open call queries, dashboard reviews, and reviewing recorded calls.
• Support sales operations by creating Business Partner Masters and Sales Orders.
• Run department reports (e.g., 3CX stats) and update schedules (on-call and holidays).
• Manage department websites and internal communication (e.g., Teams).
• Participate in case studies and departmental projects.

Job Requirements

• Possess 2+ years of technical and customer service experience.
• Background in science or the medical field, or the ability to grasp highly technical concepts.
• Effective oral and written communication skills.
• Exceptional attention to detail combined with the ability to interact professionally with a diverse customer base.
• Proficiency in server-based software and PC packages.
• Maintain a consistently positive attitude and approach towards work and customers.
• Strong organizational skills and ability to multitask efficiently.