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.