ARKRAY INDUSTRY WEST, INC.

Main Avenue Cor. 3rd Street, Cavite Economic Zone, Rosario, Cavite 4106 Philippines

HIRING!

Technical Customer Service Lead (1)

Educational Requirements:

• Bachelor’s degree in Health Sciences / Medical and Allied Health  (BS Nursing, BS Medical Laboratory Science, BS Nutrition or Dietetics, BS Health Science, BS Public Health)

Professional Experience:

• Possess 2+ years of technical and customer service experience.
• Background in science or the medical field, or the ability to grasp highly technical concepts.
• Effective oral and written communication skills.
• Exceptional attention to detail combined with the ability to interact professionally with a diverse customer base.
• Proficiency in server-based software and PC packages.
• Maintain a consistently positive attitude and approach towards work and customers.
• Strong organizational skills and ability to multitask efficiently.
• Flexible to work US time zone hours

Duties & Responsibilities:

• Lead, train, and supervise the customer service team.
• Serve as the main contact for customer service and technical support.
• Handle complex product inquiries professionally and redirect disease-related questions as needed.
• Manage the department email inbox.
• Provide on-call and after-hours support for urgent customer needs.
• Collaborate with Marketing, Sales, Order Services, Quality, Regulatory, and Distribution teams to support customers.
• Maintain accurate and compliant documentation of customer interactions.
• Identify and report product issues, including processing FDA incident reports.
• Complete daily tasks such as follow-up calls, open call queries, dashboard reviews, and reviewing recorded calls.
• Support sales operations by creating Business Partner Masters and Sales Orders.
• Run department reports (e.g., 3CX stats) and update schedules (on-call and holidays).
• Manage department websites and internal communication (e.g., Teams).
• Participate in case studies and departmental projects.