Customer Service Leader

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 Healthcares 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:

• Bachelors Degree in Business Healthcare Management or related field. Masters Degree an added advantage.
• Minimum 810 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.

Required Experience:

Manager