(CSR) Team Lead III | 2698178
LanceSoft inc.
Taguig, Philippines, Philippines
4d ago
source : Dream Career Builder
  • Overall responsibility for achieving Client’s service level expectations and maintaining high-quality delivery
  • Responsible for improvement initiatives and enhancing complaints intake and management process efficiencies
  • Has a clear understanding of customer KPIs.
  • Understands the relationship between PFMEA and Quality Control Plan
  • Identifies and coordinates PFMEA / Quality Control Plan improvements.
  • Manages efficient work allocation and tracks the overall performance of team members
  • Manages daily team attendance
  • Manages team attrition
  • Ensures floor policies are followed
  • Manages administrative tasks
  • Keeps oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
  • Keeps all company information which includes customer information confidential and secured
  • Qualifications

  • Bachelor of Science in Nursing, Pharmacy or any Life Science course graduate
  • Preferably with clinical experience and / or a Registered Nurse / Pharmacist
  • 3-4 years of work experience preferably in a similar process / clinical experience
  • Mandatory Skills

  • Able to write effective medical narratives regarding product issues or cases.
  • Must be able to properly use and navigate Philips tools and MS Office
  • Able to communicate professionally and concisely to all business partners and other Wipro employees.
  • Able to think critically to determine which type of questions are needed to be asked to gather necessary information
  • Good problem solving and analytical skills
  • Good customer service skills
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