Customer Care Operations Manager

6 days ago


Beijing, Beijing, China Coloplast Full time

Job Summary / Purpose

Lead the customer care team to provide personalized support through various channels, enhancing brand awareness and product experience, while achieving business objectives and customer retention; collaborate with relevant departments to execute market and brand strategies, fostering customer loyalty; mentor and empower care consultants to improve efficiency and achieve personal and business goals.

Essential Duties / Responsibilities

Develop and implement customer education and service plans, allocating sales leads effectively, establishing initial contact with clients to build trust for future personalized support. Execute market and brand strategies, guiding care consultants to meet quarterly performance targets. Utilize management tools to support consultants in their daily tasks, ensuring alignment with personal and team objectives. Analyze business data and performance metrics to adjust plans and processes, prioritizing tasks to drive team success. Collaborate across departments to create training programs and service scripts, enhancing consultants' skills to provide tailored customer experiences. Maintain close communication with clinical teams to optimize workflows and support the collection and conversion of sales leads. Streamline internal processes to improve operational efficiency. Ensure accurate customer information is maintained in the CRM system to inform market and brand strategies. Manage phone and online support services, coaching staff on handling customer inquiries and complaints to boost satisfaction. Foster employee development through growth initiatives, preparing talent for future departmental needs and creating a vibrant work environment. Perform additional tasks as assigned by management.

Job Qualifications

Over 2 years of experience in nursing, pharmaceuticals, customer service, or sales. At least 1 year of experience in team management or large project oversight. Associate degree or higher in nursing or healthcare-related fields.

Competencies

Strong execution and sales planning skills. Team management and employee coaching abilities. Team-oriented with proactive organizational and coordination skills. High learning agility and resilience under pressure.

Skills

Excellent communication skills. Proficient in sales management, customer service, and client relationship management. Ability to analyze business data and derive insights. Proficient in CRM systems, AVAYA, Excel, and other office software. Basic English writing and communication skills.

Coloplast is dedicated to fostering an inclusive environment where diverse talents can thrive and contribute to our mission of improving lives through innovative healthcare solutions.



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