Customer Care Manager

What you will be doing:

The Customer Care Manager will be dealing with customers daily, to monitor customer satisfaction with the INSIGHTEC products and service. The Customer Care Manager will have a significant role in building a positive customer service experience, customer advocacy, understanding customers frustrations, customer service relations, helping customers succeed and place the customer at the center of the customer service experience.

Duties:

  • Develop and implement customer care policies, procedures, necessary for ensuring a satisfied customer base.
  • Provide customers with updates and periodic statements on service developments.
  • Establish communication channels through which customers can send in their feedback or challenges for prompt resolution
  • Work with the Director of customer service, Americas to ensure that the contractual levels of service are being delivered in a satisfactory manner and that where necessary escalations are raised in a timely fashion.
  • Customer Care Manager will lead and create accountability for escalation plans as well as for “Hot Sites” as defined by the Director of customer service, Sales, CAM, CR&D and Management.
  • Identify the appropriate response and strategy for unique customer cases to solve customer issues as quickly as possible.
  • Assign unique customer cases to management or the appropriate department and provide context when necessary.
  • Compile product and or service reports by collecting and analyzing customer information (CRM).
  • Conduct surveys to determine the opinion of customers regarding the service and product and overall satisfaction with Insightec.

 

What you bring:

  • Must have at least 5 years managing customer experience, medical device industry an advantage
  • Bachelor’s Degree preferred
  • Can demonstrate empathy, listening skills, and speaking skills
  • Flexibility to work multiple shifts, including during the weekends or on holidays
  • Strong oral and written communication skills
  • Capable of working independently & as part of a team
  • Very knowledgeable in database management & Microsoft Office Suite

 

Successful candidate(s) will be required to comply with Insightec’s Vaccination Policy.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender/gender identity, age, disability, marital status, sexual orientation, national origin, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws.

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