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Customer Care Operations Manager
2 months ago
Job Summary / Purpose
Lead the customer care team to provide personalized services through various channels, enhancing customer awareness of the Coloplast brand and improving product experience, while driving key performance indicators for customer retention; collaborate with hospital teams and relevant departments to execute market and brand strategies, fostering customer loyalty; mentor and empower care consultants to enhance their effectiveness, supporting personal growth and achieving business objectives.Essential Duties / Responsibilities
Develop educational and service work plans for end customers on a monthly basis, effectively allocating sales leads, establishing connections through initial outreach tasks, and building trust for subsequent personalized service support and business goal achievement; Implement market and product brand strategies, guiding care consultants to meet quarterly business targets; Utilize management tools such as performance metrics from phone/online services, system process management, and social media operations to support care consultants in their daily tasks, enhancing their work efficiency and ensuring alignment with individual and team objectives; Analyze business data and performance indicators for timely reviews and adjustments, prioritizing tasks to drive team performance metrics; Collaborate across departments to create training plans, service scripts, product promotion scripts, and customer content marketing for care consultants, enhancing their professional skills to provide personalized services and improve customer experience; Maintain close communication and collaboration with hospital teams, adjusting internal workflows as necessary to support clinical teams in collecting and converting sales leads; visit hospital healthcare professionals to learn about overall business processes and refine external service offerings; Optimize internal system operations, management processes, and content promotion workflows to enhance efficiency; Ensure the accuracy of customer information and follow-up data in the CRM system to support market and brand strategy development; Manage inbound call services and online consultation services, coaching staff on handling customer objections and complaints to enhance customer satisfaction; possess the ability to address complex customer complaints effectively; Empower employees through initiatives like Partner to Grow, supporting personal development and creating a vibrant work environment while preparing for departmental growth and talent development.Job Qualifications
Over 2 years of experience in nursing, pharmaceuticals, telephone customer service, or sales-related fields. At least 1 year of experience in team management or large project oversight. Associate degree or higher, preferably in nursing or healthcare.Competencies
Strong execution and sales planning capabilities. Team management and employee coaching skills. Team-oriented with proactive organizational and coordination abilities. High learning agility and resilience under pressure.Skills
Excellent communication skills. Proficient in sales management, telephone service, and customer management. Business data analysis and insight capabilities. Proficient in system operations, including CRM, AVAYA, Excel, and other office software. Basic English writing and communication skills.Coloplast is dedicated to fostering an inclusive environment where individuals can bring their unique perspectives to work, realize their potential, and feel a strong sense of belonging.
