Manage and Systemize customer service and support process to deliver the best customer experience
Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers issues and follow problems through to resolution
Develop service procedures, policies and standards for customer on-boarding, and customer support
Keep accurate records and document customer service actions and discussions
Analyze statistics and compile accurate internal reports
Propose and implement suitable tools to enhance customer service and support
Operations management for services
Manage and systemize service operation process, include but not limited to resources planning, customer status checking and handling, distributor support.
Manage device readiness for customers and distributors
Design and build service operation manual
Other duties assigned by supervisors
Requirements
5+ years working experience as a customer service and support manager. An ideal candidate has solid experience managing customer service and support team, serving multi-country customers.
Excellent verbal and written communication skills in Chinese and English. Knowledge of Korean and/or Japanese language would be a plus.
Exposure or experience in veterinary / medical science is a plus
Ability to think strategically and to lead by example
Excel in operational efficiency and organisational skills
Computer literacy in order to type up reports, results and details of customer interaction