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National Service Manager

Apply now Job no: 614148
Work type: Permanent
Location: Beijing
Categories: Customer Service, Asia Pacific, Manager of Managers

Accountability: 

Accountability 1: Lead team to support upgrade business to achieve sales target

  • Execute and fulfill assigned service sales operation plans to meet sales target
  • Aligned with IB team, drive service sales strategy, develop service sales channel and service capability. Provide competitiveness service competency to support sales growth as well as drive service revenue

 

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Accountability 2:  Be responsible for improve customer service experience

  • Directly manage Territory and District service managers to provide a world-class service, improve/sustain service performances in the market
  • Supervise and support customer service to improve customer satisfaction on both private pay and government tender segments
  • Improve customer engagement through variety customer activity and delicacy management, to engage more recipients and promote business performance improvement
  • Improve customer satisfaction survey regularly (30 days/quarterly/online…) to track whole service journey performance
  • Bridging the customer expectations into the key service KPIs to be managed, such as short turnaround times and high-quality levels, to increase customer satisfaction and loyalty

 

Accountability 3:  Lead team to run customer activity to increase engagement

  • Increase recipient engagement by alignment with APAC to launch cochlear family
  • Build up interaction with customer and rehab centers by holding activity directly to maintain good relationship with customers
  • Attract more customer to participate by age segments and different theme to increase coverage rate

Accountability 4: Support and expand service field force

  • Increase service competitive advantage and expand service capabilities
  • Responsible for customer service commitments
  • Define operational goals and objectives designed to continually improve performance and reach annual targets
  • Participate in long and short-term business planning

Accountability 5:   OPS Team service effectiveness

  • According to the annual service business indicators of G.China strategy, allocate the indicators to the service team
  • Based on customer requirements and feedback, cooperate with P&C to provide skills training, continuously improve the overall business ability

Accountability 6: Coach and develop OPS team

  • Interview and hiring candidates, enforce company rules and regulations, coach employees, and appraise performance
  • Coach and support TSM/DSM and key talent, make and implement an individual development plan, and build a departmental talent pipeline
  • Employee development, build TSM/DSM leadership capability, encourage a culture of innovation
  • Foster a team approach and encourage collaboration

Key Incumbent requirements:

 

Experience in delivery of customer service in the healthcare / medical devices industry

More than 10 years’ experiences in customer service and at least 5 years in customer service management

Highly motivated and results driven

Excellent communication and time management skills

Demonstrated outstanding customer service skills

Advertised: China Standard Time
Anticipated Application Closing: China Standard Time

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