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.
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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