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 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.

Employment type
Full-Time

Work arrangement
No