What You’ll Do
Receive inbound customer calls and email communications and address them in a professional and friendly manner.
Review, prioritize, and manage group mailboxes to ensure all inquiries and complaints are actioned.
Provide first-level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution.
Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of records.
Communicate complaint investigation conclusions to customers through written reports and phone conversations.
Resolve and address complaints or inquiries within established target timelines and key performance indicators.
Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience.
Develop and maintain expertise in product specialties required for the role while sharing knowledge within the ARDx Technical Support team.
Execute applicable Quality System processes.
Maintain the ability to comply with business continuity plans, including remote work when required.
Assume responsibility and accountability for daily tasks and escalate risks to the Technical Support Team Lead or Supervisor.
Support customers across different market time zones as required.
Perform other duties as assigned.
Requirements
3rd Level Certificate, Diploma, or Degree in a relevant discipline including, but not limited to, Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, or Engineering.
Minimum of 1 year of experience working in a medical/clinical environment or customer-facing support role within a related industry.
Experience providing excellent customer support while handling challenging technical complaints.
Fluency in the language required for the role.
Demonstrated problem-solving ability with strong attention to detail and critical thinking skills.
Experience investigating and resolving complex issues.
Understanding of technical writing requirements.
Computer literate with proficiency in Microsoft Word, PowerPoint, Excel, and Outlook.
Strong written and verbal communication skills.
Ability to take ownership, organize workload, and adapt priorities quickly.
Fluency in a second language is a distinct advantage.
Flexibility to work in an office-based role with evolving business needs.
Key Competencies
People Skills
Communication Clarity
Positivity
Adaptability
Active Listening
Empathy
Performance Management
Management of Day-to-Day Workload
Dashboard Management & List View Management
Team Management
Problem Solving
Teamwork and Collaboration
Technical Skills
Technical Proficiency
Process & Product Expertise
Systems and Tools Proficiency
Location
This position is based in the Philippines.
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
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