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Customer Service Supervisor-Beijing

Apply now Job no: 609378
Work type: Permanent
Location: Beijing
Categories: Asia Pacific, Individual Contributor, Customer Service

 

Accountability 1:  Provide direct service to customer

  • Provide the product training, trouble shooting service and etc. to customer through the phone or face to face
  • Provide direct service of warranty replacement, Speech processor repair and upgrade business, to reduce service TAT in the region.
  • Provide loaner of Speech Processor to customer, and mapping for customer when necessary
  • Organize and lead Cochlear owned recipient activities in the region by providing product maintenance service, trouble shooting service, training and so on.
  • Handle the service consultation and complaint.

 

Accountability 2: Improve customer satisfaction on both user pay and government tender segments.

 

  • Understand more of front line service and suggest improvement plan accordingly to support the development of future service.
  • Collect product complaints in the region to support product quality improvement.
  • Enhance recipient training along the life to reduce product failure rate and improve customer satisfaction.

 

 

Accountability 3:  Engage with Cochlear partner to make Cochlear recipient service more effectiveness and convenient

  • Fixed frequency of visit rehab center, to understand Cochlear service performance and improvement areas, and own the relationship between Cochlear and rehab center.
  • Cooperate with rehab center or hearing aids shops to develop new channel of service, to make Cochlear service more effective and convenient to recipient.
  • Engage with Cochlear volunteers in the region.
  • Make the rehab center cooperation program happened together with sales team.

 

 

Team Role (Team member)

  • Team member of service team, focus on China service

     

Key Incumbent requirements

 

Minimum

 

  • About 2-3 years Customer service experience
  • Excellent customer service awareness
  • Ability to multitask, prioritize work efficiently and work independently

Advertised: China Standard Time
Applications close: China Standard Time

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