Customer Success Associate
On-siteManila, Metro Manila, Philippines
Job Summary
Make proactive outbound calls to customers after they have started using Dexcom's continuous glucose monitoring products to provide post-market support and resolve friction. Listen for underlying concerns, help customers work through dissatisfaction, and resolve questions within approved procedures while documenting every interaction in CRM and case tools. Own follow-ups, close the loop with internal teams, and recognize at-risk customers to act on them within scope. Share patterns heard from customers with team leads, quality, and operations to drive improvements. Handle sensitive information with care, maintaining composure with upset or anxious callers while meeting productivity and quality expectations in a high-volume environment.
Required Qualifications
- 3 to 5 years of experience in outbound customer service, customer support, customer success, customer research, inside sales support, or retention support
- Experience supporting customers by phone in a structured service environment
- Strong verbal and written English communication skills
- Working experience with CRM, case management, ticketing, or knowledge base tools
- Proven ability to manage follow ups and close the loop with customers and internal teams
- Strong listening, problem solving, and de-escalation skills
- Comfort working within defined procedures, quality standards, and operational metrics
- Ability to work scheduled shifts aligned to business and customer needs
- Must be able to communicate effectively in English
- Must be able to conduct customer conversations clearly and professionally
- Must be able to document customer interactions accurately
- Must be able to read and interpret procedures and customer information
- Must be able to communicate follow up needs to internal teams
Desired Qualifications
- Experience in healthcare, medtech, pharmacy, diagnostics, insurance, wellness, hospital, clinic, or other patient facing organizations
- Experience supporting customers after onboarding, treatment start, device use, prescription fulfillment, or service activation
- Experience in customer retention, win back, adoption support, outbound education, customer research, or service recovery programs
- Familiarity with regulated environments and customer privacy expectations
- Comfort reading dashboards, spreadsheets, or simple reports to understand customer trends
- Background in global business services, shared services, contact center, BPO, or healthcare customer operations in Manila
- Exposure to CSAT, NPS, first contact resolution, retention indicators, or quality monitoring
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