Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.

The position of Customer Service Associate 2 is located in our office at Manila, Philippines.  This role is responsible for a variety of sales and customer support activities by providing product and service information, resolving service inquiries and problems for internal and external customers.

Key Areas of Accountability:

• Responsible for all facets of assigned account management including, but not limited to, order fulfillment, open order management, service issues and resolution, while acting as primary liaison between customers and other areas of business.

• Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status, etc.  Provide accurate documentation of all delays and changes made to an order.

• Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged and enthusiastic manner.

• Review and respond to all emails with professionalism, accurate information and timely follow up.

• Properly document customer interactions by recording details of inquiries, complaints, and comments as well as actions taken.

• Utilize all resources to resolve any issues or potential concerns regarding a customer, product or system. Obtain knowledge of businesses processes to resolve proactively and seek assistance from the leadership team as necessary.

• Understand and review Credits & Return Goods Authorizations, and Debits. Take note of concerns received from customers and liaise to Support Team or Specialists for resolution.

• Work with Domestic Customer Service Management in identifying and documenting areas of process changes or improvement.

• Work with Distribution Centers, supply chain and sales as needed to manage customer expectations and ensure order fulfillment requirements are met.  

• Maintain required knowledge of all Abbott Systems including SAP, Esker, Agile, Metro, and SharePoint to accurately provide information to all inquiries and follow business guidelines.

• Execute applicable Quality System processes.

• Support Sarbanes-Oxley (SOX) compliance.

• Other duties as assigned.

Job Specification

• Must be proficient in MS Office including Excel, Word and Outlook

• Must have good keyboarding and typing skills

• Must have customer service experience, preferably on phone support/tasks

• Must be able to multi-task and meet deadlines

• Must be able to work independently and on a team.

• Must be willing to work night shift

Knowledge & Experience:

• Minimum 2-3 year(s) experience in a related field required.

• Knowledge of SAP or ERP applications preferred.

• Fluency in the German Language.

Competencies required:

• Functional/Technical Skills.

• Problem Solving.

• Time Management and Priority Setting.

• Drive for Results.

• Written and Oral Communications

• Customer Focus.

• Professionalism.

Minimum Qualification:

• Must possess at least College/Bachelor’s Degree required.