Customer Service Representative

2 days ago

Cebu City, Central Visayas, Philippines Instalimb Solutions Philippines Inc. Full time ₱96,000 - ₱360,000 per year

The After-Sales Coordinator is responsible for providing continuous, structured support to prosthesis users after product delivery. This includes regular follow-ups, handling post-delivery concerns, and proactively identifying needs for adjustments, consumables, socket replacements, and product upgrades. By maintaining long-term patient relationships, the coordinator enhances customer satisfaction, encourages loyalty, and generates additional sales opportunities.

Key Responsibilities

Post-Delivery Follow-Up Support

  • Conduct scheduled follow-ups to monitor patient satisfaction and product condition:
  • Week 1: Initial comfort and fit feedback
  • Month 1: Usage feedback and minor adjustment check
  • Month 3 & 6: Component wear monitoring and lifestyle updates
  • Annual: Full prosthesis condition review and upgrade proposal
  • Record patient concerns and coordinate necessary adjustments or repairs
  • Ensure every patient feels supported throughout their prosthetic journey.

Sales Lead Generation & Upselling

  • Identify and report opportunities for:
  • New device purchase
  • Socket replacements
  • Prosthesis component upgrades (e.g., foot/knee modules)
  • Accessory sales (liners, sleeves, socks, etc.)
  • Adjustment services or additional fitting
  • Educate patients on prosthesis care cycles and when replacements or enhancements are recommended.
  • Collaborate with the Sales team to convert qualified leads or offer products directly based on company protocol.

Customer Relationship & Retention

  • Serve as the main contact point post-delivery to build long-term trust with users.
  • Monitor and mitigate risks of dissatisfaction, cancellation, or disengagement.
  • Provide courteous, empathetic, and professional communication via calls, messages, or in-person.
  • Deliver service updates and new product announcements to existing users.

Documentation & Internal Reporting

  • Maintain detailed and up-to-date patient interaction records in CRM or designated systems.
  • Track and report:
  • Number of follow-ups conducted
  • Common concerns/issues
  • Sales leads generated and converted
  • Product feedback and improvement ideas
  • Share findings with management and support cross-departmental improvement initiatives.

Internal Collaboration

  • Coordinate with:
  • Sales team – to share upselling leads and patient upgrade needs
  • Production/Technical team – for socket/fit issues or technical adjustments
  • Patient Coordinators – for smooth transition from delivery to long-term support
  • Contribute to improving the overall patient experience through feedback and insights.

Required Qualifications

  • Bachelor's Degree in Business, Healthcare, Rehabilitation, or a related field
  • At least 2 years of experience in after-sales service, customer care, or client follow-up
  • Excellent verbal and written communication skills (English and Tagalog)
  • Proficient in CRM software, SNS communication tools, and basic office systems
  • Strong problem-solving skills, with a patient-first and service-driven mindset

Job Type: Full-time

Pay: Php20, Php30,000.00 per month

Language:

  • English (Preferred)

Work Location: In person

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