Customer Experience Manager (Contact Center Manager) / 糖尿病関連製品 / ADC
〇 This role works with the company Leadership team (Marketing, Sales, Quality Assurance and Regulatory Affairs) and Area Head of Customer Experience, in developing a clear customer service strategy for the company to support both the patient population as well as the healthcare professionals’ (HCP) needs.
〇 This role will be responsible to evaluate current customer journey and engagement touch-points and recommending improved solutions and implementing these solutions via the third party customer service vendor. This may include possibly moving the current customer service call center offered by third party vendor in Malaysia to a local vendor in Japan.
The Customer Experience Manager will be responsible for formulating and communicating the company’s Customer Service (CS) strategy to the third party CS agents and provide work direction, coaching and performance management. This role is required to ensure that deployed agents are well-trained and supported with the necessary tools and resources, troubleshoot and map out root cause corrective action, encountered by the team, all in accordance to Abbott’s and country guidelines.
〇 Managing the Customer Service Operations
〇 Customer Advocacy
〇 Team Leadership
〇 Driving best-in-class performance
|応募資格||【Knowledge / Education Required】
〇 Degree level in business, marketing or management-related subject
〇 Fluency in English and Japanese (both spoken and written)
〇 At least 4 years’ experience in managing both an in-house and/or an outsourced call centre
〇 Have had experience in setting up a customer service call centre
〇 Prior sales experience preferred
〇 Healthcare and/or Medical Device exposure will be an added advantage
〇 Strong experience in customer journey design through multiple channels
〇 Demonstrated track record in driving change cross-functionally and working within project or virtual teams
〇 Ability to grasp detailed information and understand what this means for the customer
〇 Ability to juggle multiple projects and priorities
〇 Proven ability to influence stakeholders
〇 Act with sense of urgency and follow through till project/task completion