职务概要
职位种类 | 执行官/执行官 |
---|---|
行业类别 | 其他/ 其他 |
职位类型 | 正式员工 |
岗位级别 | 部长/总监级别 |
招聘人数 | 1 |
希望入职时间 | - |
必须语言能力 |
日语 (精通-较多商务交流经验) |
希望具备的语言能力 | 英语、 |
工作时间 | 全职 |
详细工作内容
The Customer, for more than 40 years has advanced glucose management and diabetes care with pioneering technologies and new products defined by simplicity, accuracy and trust.
From OneTouch® brand blood glucose meters, test strips, and lancets to an integrated digital health platform and hospital point-of-care systems, the customer is committed to offering patient-centric products and clinically-proven solutions.
Responsibilities:
• Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations. Responsible for Overall Customer Care Department Compliance (Controlled document development, Audit SME, Recall).
• Responsible for Call Center systems oversight, monitoring and coordination with IT and vendors in troubleshooting to assure full functionality and systems performance during all hours of operation.
• Work cross-functionally with product and customer-facing teams to infuse customer insights and learnings.
• Handle a team size of +8 agents between Japan & Malaysia.
• Ensure team and individual compliance with all applicable regulatory requirements, securities laws and regulations.
• Provide subject matter expertise for complex issues.
• Attend process level meetings i.e client facing.
• Support Management with insights on the process.
• Build training curriculum & Work Instructions.
• Identify and communicate opportunities for continuous process improvement.
• Use existing knowledge base to provide a customer facing root cause assessment.
• Manage implementation of automation initiatives for the team.
• Performs other work-related duties as assigned.
Requirements:
• 5 years of experience in a BPO environment.
• Excellent English and Japanese proficiency.
• Strong knowledge of Call Center management systems, Customer experience management systems (Qualtrics strongly preferred) and analysis of data trends.
• Ability to thrive in fast-paced, start-up mentality environment.
• Solid experience of bridging the gap between the customer and business needs & working with strategy, insights and data teams & communicating this to key stakeholders.
• Proactive, self-starter attitude; comfortable with ambiguity and balancing multiple priorities/needs.
关于面试
Virtual interviews
联络人
Customer Service Operations Manager
Swivelt Sdn Bhd
26000 〜 40000 USD