Manager - Customer Experience & Lead Conversion
Full-time
Nephrocare Health Care Services Inc.
About the role
Own the end-to-end handling of prospective guest inquiries and conversion into first dialysis treatments, while leading centralized customer service and complaint management. The manager will drive timely follow-up, effective coordination with dialysis centers, guest satisfaction and measurable service improvements. Digital marketing familiarity is important for understanding lead sources and campaign performance; advertising strategy and execution remain with the Marketing team.
Key responsibilities
- Oversee inquiries from Facebook, Messenger, telephone, website and other channels; ensure every lead is logged, assigned and contacted within agreed service levels.
- Manage the calling team's qualification, follow-up cadence, appointment coordination and handover to center managers and Growth Executives.
- Track each lead through inquiry, contact, qualification, center visit or consultation, and first completed dialysis treatment; count conversion only upon treatment commencement.
- Analyze lost and unconverted leads, reasons for drop-off, center-level barriers and opportunities to improve conversion.
- Provide Marketing with structured feedback on lead quality and campaign-to-treatment performance.
- Own a centralized intake and tracking process for complaints received through calls, Facebook, Messenger and other channels.
- Classify, prioritize and assign complaints; coordinate resolution with Operations, center managers, Quality and relevant departments.
- Keep guests informed, verify resolution and close cases with documented outcomes; identify repeat issues and recommend preventive actions.
- Supervise inbound and outbound customer service activities, including calling productivity, complaint handling, quality assurance and coaching.
- Maintain accurate lead and complaint records, dashboards, status definitions and audit trails; recommend CRM and messaging automation improvements.
About you
- Bachelor's degree in Business, Marketing, Communications or related discipline.
- Approximately 3–5 years of relevant experience in customer service, contact center operations, inside sales or lead conversion; prior team supervision preferred.
- Demonstrated ability to handle customer escalations and drive measurable follow-up and conversion outcomes.
- Working knowledge of Facebook Messenger, Meta Business Suite, CRM tools and digital lead-generation analytics; hands-on paid advertising experience is an advantage, not a requirement.
- Strong English and Filipino communication, analytical skills, empathy, ownership and cross-functional coordination.
- Healthcare experience is an advantage, not mandatory.
About us
NephroPlus Philippines operates dialysis centers nationwide, supporting guest acquisition, customer service operations and complaint resolution across the organization.
Vacancy posted 20 hours ago
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