Analyze data and generate reports on customer complaints, order status, customer survey, project implementation, etc. for the sales, customer care and management team.
Generate the PID status report and notify the customers via SMS.
Handle internal and external inquiries and requests from 400 hotline.
Log tickets in SFDC for 400 hotline calls.
Handle and follow up on serious customer complaints.
Email customers on any system upgrade, new product launches etc.
Conduct phone surveys for the China customers on service quality, IDS operation, process, etc.
Follow up on customer feedback based on the survey results.
Patient transfer in patient central.
Tickets assignment in SFDC.
Order cancellations
Operation process set-up and improvement for the customer care team.
Problem solving for ERP system.
ERP system (Salesforce/Patient Central/IDS/Wechat/Weibo) improvement.
Customer experience improvement.
Training for customer care team and Third-party CS team.
Third-party CS team daily management.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION and/or EXPERIENCE
Bachelor's degree, minimum 4 years working experience in call center or customer service function, clinical or medical device field are preferred.
LANGUAGE SKILLS
Excellent oral and written English and Chinese.
COMPUTER SKILL:
Excellent computer skill on excel/word/PPT.
OTHER SKILLS AND ABILITIES:
Experience on data analysis, system maintenance, process management, project management and serious complaint handling.
Excellent problem-solving skills.
Strong communication, interpersonal and coordination skills.