Customer Care Lead
Customer Care Lead
Posted on :
25-12-2024
Employer Active
1 Vacancy
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Job Description
Customer service:
- Manage and oversee the handling of customer inquiries and complaints through various channels such as phone email and live chat.
- Troubleshoot and resolve customer issues promptly and effectively.
- Implement and monitor customer satisfaction metrics such as customer satisfaction surveys and Net Promoter Score (NPS).
- Provide accurate and uptodate information on products and services.
- Manage the return and exchange process for defective or damaged products.
Process Improvement:
- Identify Process Bottlenecks analyze customer service processes to identify areas for improvement.
- Implement process improvements to enhance efficiency and customer satisfaction.
- Utilize customer relationship management (CRM) systems and other technologies to streamline operations.
Regulatory Compliance:
- Protect patient privacy and confidentiality.
- Ensure compliance with HIPAA FDA and other relevant regulations.
- Stay informed about changes in regulations and industry standards.
Quality Assurance
- Ensure that customer service representatives adhere to quality standards and guidelines.
- Regularly review customer interactions to identify areas for improvement.
- Implement Quality Improvement Initiatives: Develop and implement strategies to enhance customer service quality.
Risk Management
- Escalate complex or urgent issues to appropriate departments for resolution.
- Respond to customer crises calmly and effectively.
- Identify potential risks such as product recalls or adverse events and implement risk mitigation strategies.
Product Knowledge
- Maintain a deep understanding of the companys products and services including features benefits and limitations.
- Offer technical assistance to customers troubleshooting issues and providing solutions.
- Keep uptodate with industry trends and advancements to provide accurate and relevant information.
Qualifications :
Educational Requirements
- Bachelors degree in a related field.
- Masters degree is an added advantage
Professional Requirements
- A certification in Customer Service such Certified Customer Service Professional (CCSP) is an added advantage
Experience Requirements
- 6 8 years progressive experience in customer service in the medical device or pharmaceutical industry.
- Progressive experience in customer service in the medical
Additional Information :
African Medical Centre of Excellence Abuja (AMCE Abuja) aims to be an Employer of Choice providing equal opportunity for everyone regardless of their background gender race and other protected characteristics.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
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