Customer Service Team Lead

2 weeks ago

Taguig, National Capital Region, Philippines Abbott Laboratories Full time

Customer Service Team Lead - Global Business Services page is loaded

Customer Service Team Lead - Global Business Services Apply locations Philippines - Taguig City time type Full time posted on Posted Yesterday job requisition id JOB DESCRIPTION:

Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.

Abbott Rapid Dx North America, LLC's Orlando site is part of Global Business Services (GBS) within the Abbott Rapid Diagnostics (ARDx) Division. GBS has a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. The GBS group fosters a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves.

The Customer Service Team Lead acts as a member of the leadership team within the Customer Service Department and effectively supports the Customer Service Supervisor through coaching, problem solving and process improvement. The Team Lead works as a liaison between various internal and external customers. Is responsible for a variety of sales support and order processing functions to facilitate business objectives. The Customer Service Team Lead is responsible for ensuring on-going compliance with procedures, implementing continuous improvement, assessing employee productivity, and quality by providing guidance and training daily.

Duties and Responsibilities

  • Supervise and support Customer Service APAC Team in day-to-day operations
  • Responsible for recognizing and suggesting methods to improve area operations, efficiency and service to both internal and external customers
  • Provide productivity feedback and coaching on a regular basis to each team member
  • Investigate issues and recommend solutions to management as necessary regarding order problems, customer issues or any area of concern
  • Create, update and implement job related SOPs
  • Provide support for team representatives in problem solving and general information
  • Act as support and backup for Customer Service Supervisor
  • Represent department as needed at meetings
  • Provide direction for Training and Skill Development plans for all employees in department
  • Communicate proactively with internal and external customers in a professional, positive and courteous manner
  • Work with Customer Service Supervisor/Manager to ensure that accurate customer information is maintained in SAP
  • Stay current with any account changes in contact information, inventory requirements, order requirements, etc.
  • Execute applicable Quality System processes and monitor the accuracy of service provided
  • Keep Supervisor and Manager informed of all changes, issues and potential concerns of customer accounts
  • Keep up-to-date on products, inventory, promotions, etc. that are necessary to provide customers with exceptional customer service
  • Support Sarbanes Oxley (SOX) compliance
  • Other duties as assigned

Job Specification

  • Must be proficient in MS Office including Excel, Word and Outlook
  • Proficiency in an ERP System (preferably SAP)
  • Experience handling tasks where attention to detail is critical to success
  • Experience of shipping, domestic and export traffic terms, documentation and procedures.
  • Thorough understanding of Customs regulations and Export controls
  • Knowledge and understanding of compliance and regulatory guidelines for setting up export customers
  • Experience auditing documents and project requirements.
  • Knowledge and comprehension of basic contract terms and conditions
  • Must be able to communicate professionally, verbally and in writing
  • Must be able to work independently and on a team
  • Must be able to react to situations with a strong sense of urgency

Knowledge & Experience:

  • Must have a customer service background, preferably in the healthcare industry
  • 1-2 years supervisory experience in a customer service environment a plus
  • Knowledge of SAP or ERP applications required

Competencies required:

  • Must be proficient in MS Word, Excel and Outlook – intermediate to advance skill level
  • Must have good keyboarding and typing skills
  • Must have excellent interpersonal skills
  • Must be detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues
  • Must be able to effectively collaborate with others
  • Must be able to work independently and on a team
  • Must be able to work effectively in a fast-paced environment with shifting priorities
  • Must have excellent verbal and written skills

Minimum Qualification:

  • Graduate of any 4-year course or equivalent

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:Customer ServiceDIVISION:RMDx Rapid and Molecular DiagnosticsLOCATION:Philippines > Taguig City : Five/Neo BuildingADDITIONAL LOCATIONS:WORK SHIFT:StandardTRAVEL:Not specifiedMEDICAL SURVEILLANCE:Not ApplicableSIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day) About Us

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it's next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.

The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life's greatest health challenges.

We invite you to explore opportunities at Abbott , to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

#J-18808-Ljbffr

  • Customer Service Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines Abbott Laboratories Full time

    Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world.Abbott Rapid Dx North America, LLC's Orlando site is part of Global Business Services (GBS)...

  • Cash Applications Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines Team Relax Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: FMC Corporation is a global agricultural sciences company dedicated to helping growers produce food, feed, fiber and fuel for an expanding world population while adapting to a changing environment. FMC's innovative crop protection solutions – including biologicals,...

  • Customer Service Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines Conifer Health Solutions Full time

    Position SummaryThe Supervisor will provide coordination and management of the Patient Service Center Team to maximize quality of service. This includes monitoring, evaluating, and coaching Team members. The Supervisor is responsible for team member productivity in achieving Service Center standards such as service level, abandonment rate, work time,...

  • Customer Service Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines Luxasia Full time

    LUXASIA is the leading beauty omnichannel distribution platform of Asia Pacific that has successfully enabled brand growth for more than 100 luxury beauty brands. Our integrated brand-building capabilities include luxury retail, online commerce, consumer marketing, and supply chain management. Since 1986, the company has partnered the world's finest brands,...

  • team leader-customer service

    2 weeks ago

    Taguig, National Capital Region, Philippines Infosys BPM Full time

    Email 4B BGC TAGUIG TEAM LEADER BPO OPERATIONS and OFFSHORE HRAre you ready to make an impact? Join as a TEAM LEADER and jumpstart your careerPrimary Purpose: Responsible for providing day to day leadership and motivation to drive performance of geographically distributed teammates. Ensure that Teammate Care meets service, quality and performance metrics,...

  • Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines Helloconnect, Inc. Full time

    Supervisors/Team Leaders (Call Centre & Customer Service) Managing the daily operations of the sales contact center Ensure your team's staff levels are in line with outbound sales leads to ensure that sales conversions and lead clearance are in line with the target % set by the Sales operations manager. e.g if you have an agent that changes their...

  • Service Desk Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines HCLTech Full time

    Help Desk & IT Support (Information & Communication Technology) Full time Add expected salary to your profile for insights 4 years of service desk, customer service, and support experience with problem solving involving hardware, software, and networks.Minimum 2 years of experience as SD/RDS Lead.Prior Team/Shift Management experience of at 8-10 level 1...

  • Service Desk Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines HCL Technologies Full time

    Qualifications:4 years of service desk, customer service, and support experience with problem solving involving hardware, software, and networks.Minimum 2 years of experience as SD/RDS Lead.Prior Team/Shift Management experience of at 8-10 level 1 agentsOkay to work onsite in Mckinley Hill, Taguig.Job Responsibilities:Provide daily operational support to the...

  • Team Lead

    1 week ago

    Taguig, National Capital Region, Philippines ING Bank N.V. Full time

    Chapter LeadBackground on what ING is about (Generic ING background): ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no...

  • Global HR Services Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines Willis Towers Watson Full time

    The Role Performance Objectives: Client Focus:Oversee day-to-day GHRS operations, functions and duties ensuring adherence to service level standards and metrics Ensure ServiceCentral resolutions based on assigned access and other HR systems-related support Ensure maintenance of accurate employee records including associate personal files Lead and/or...

  • Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines Diversify Offshore Staffing Solutions Full time

    Supervisors/Team Leaders (Call Centre & Customer Service) Support A team of approximately 10 to 15 agents,Assist agents in their development and guide them in their work,Monitor employee work schedules, absences, lateness, etc.,Handle escalation and customer follow-up cases,Carry out coaching,Provide a report on a daily basis with the...

  • IT Operations Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines Cobden and Carter Inc. Full time

    Work setup: OnsiteLocation: TaguigQualifications:Bachelor or Master equivalent experience level.Managerial capabilities and experience.Knowledge of IT management including frameworks such as ITIL, AGILE, Scrum, DevOps.CommunicativeAble to build teams (Team building)Knowledge of LeanMulti-year experience (> 3 years) in ICTResponsibilities:Responsible for...

  • Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines Nityo Infotech Services Philippines Inc. Full time

    Location: BGC, Taguig (reporting 2x a week then every other week, can also increase depending on business needs)Schedule: Shifting (Mostly night)Qualifications:— Preferred - 2 years of Service Desk / Technical support lead role experience. — Can start immediately — Relevant knowledge in computer hardware, operating systems, applications and network...

  • Logistics Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines HelloConnect, Inc. Full time

    About UsHelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this...

  • Technical Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines It By Design Full time

    Work Model: Fully On-SiteShift Type: Rotational EST HoursPosition Summary:Network Operations Center Team Leader will be responsible for leading, motivating and overseeing the day-to-day management of a team of Managed Service Support System Engineers; ensuring that the team provides a first-class service to ITBD's onshore Clients when dealing with and...

  • P2P Team Lead

    4 weeks ago

    Taguig, National Capital Region, Philippines Thermo Fisher Scientific Full time

    Job DescriptionCompany InformationAbout Thermo Fisher ScientificThermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving...

  • P2P Team Lead

    1 month ago

    Taguig, National Capital Region, Philippines Thermo Fisher Scientific Full time

    Job DescriptionCompany InformationAbout Thermo Fisher ScientificThermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving...

  • P2P Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines Thermo Fisher Scientific Inc. Full time

    Job DescriptionCompany InformationAbout Thermo Fisher ScientificThermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving...

  • Team lead in medical coding

    1 week ago

    Taguig, National Capital Region, Philippines RSD Human Resource Management Consultancy Full time

    the primary role of a Team Lead in Operations is to manage an assigned team of individual contributors in meeting or exceedin g customer service level agreement, completion of team projects, adherence to operating standards and enforcement of company polici es through effective people development, team engagement and performance management capabilities.

  • Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines Information Professionals, Inc. Full time

    Team Lead - Helpdesk - (Internal Application Support) - Hybrid Work Set Up Help Desk & IT Support (Information & Communication Technology) Monitors and oversees all trading application Second level support that troubleshoots incidents and requests escalated by the business, handles major projects and incidents.Installation requests coming from QA and...