Job Description
Execute Service Strategy:
- Participate in setting and executing the organization's service strategy from a general service and customer service perspective
- Develop objectives for call center's day to day activities
- Analyze call center statistics by identifying customer trends and behaviors to understand specific customer needs and wants
- Define customer service standards, KPIs and benchmark with best practice in different service industries and implement related technologies
- Develop and implement customer service strategies, policies and procedures to manage the agreed customer service levels and drive achievement of high service standards
- Establish and maintain cross organizational relationships to align with company customer service goals and ensure excellent service delivery for customers
Customer Care Management:
- Manage forecasted activities including predictions of calls, case load and customer traffic to international best practice standards
- Identify the investment required for new technology and automation to drive improvement initiatives for cost reduction and efficiencies
- Manage the customer service budget to ensure costs are controlled and resources maximized
- Plan and distribute customer service accountabilities to the team to ensure work is allocated fairly
Project Management:
- Manage the projects and initiatives by support the company product design and launch efforts to ensure products are serviceable within the overall service strategy
- Develop customer service projects/ KAIZEN related to regulators complaints unit to drive transformation and continuous service improvements
- Identify processes for automation to increase efficiency
Skills
- A customer service background in operations management, hospital management, supply chain and procurement.
- Strong business acumen
- Project management skills
- Multi-cultural with interpersonal and communication skills
- Planning, execution and organizational capabilities
- Strong service focused mindset in combination with commercial skills
