• Global Medical Device Company|Multinational Customer Care Team

 

About Our Client

Global medical device company

Job Description

As the Customer Care Manager you will be responsible for the day to day operational management of the EMEA Customer Care team as well as playing an integral part in the strategy design for future growth. This person has a strong understanding of the entire quote to cash process. (S)he regularly partners with other European senior leaders to include Sales, Finance, and Operations to provide a cross-functional customer focus. This Customer Experience Specialist exudes and promotes the company values to ensure and provide a consistent “Best in Class” customer experience

Main Responsibilities:

  • Lead and develop a diverse team of multilingual Customer Care Representatives and Supervisors
  • Create, manage, and update company processes for sales orders, service orders, equipment troubleshooting, and issuance of return authorizations for repairs and credits according to policy, process, and country regulatory requirements
  • Continuously working to improve the accuracy, productivity, and quality of the department
  • Create, review, and approve policies and procedures for the department. Track adherence to ensure compliance
  • Create and develop measurable goals for the Customer Care Team to drive personal growth and promote employee engagement
  • Manage customer escalations from the Supervisor as needed
  • Develop and create reporting to track department KPIs and other metrics as needed
  • Create and manage a staffing/scheduling structure to support the complex needs of a multilingual (5+ languages) customer-facing department
  • Provide documentation and company support for training on department procedures and process; Communicate changes in policy and procedures that effect the department
  • Work cross functionally to resolve complex business problems
  • Manages the talent acquisition and development for the EU Customer Care team
  • Exercise sound judgment in handling all controllable expenses
The Successful Applicant
  • Bachelor’s degree required. Post-graduate studies/degree such as a Masters/MBA desirable
  • 5+ years of management experience, preferably in a Call Center and/or Customer Service and Technical Support environment
  • Proficient with Microsoft Office with intermediate to advanced skills in Excel
  • Strong communication and leadership skills
  • Experience creating, measuring, and managing KPIs
  • Must be able to work flexible hours and the occasional weekend
  • Proficiency in English and at least one of the following languages Dutch, German, Italian, or French (preferred
What’s on Offer
  • Good monetary conmpensation

Tagged as: sales

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