Associate Customer Service Manager

At Johnson & Johnson, we believe health is everything.

Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
CN027 Shanghai Gui Qing Rd

Job Description:

PURPOSE

This position is responsible for Customer Service operation in China, Hong Kong and Australia and New Zealand for Vision Care.

The main responsibility of the tole is to supervises, hires, trains, evaluates, disciplines customer service team and manage Business Process Operation(BPO) while supporting internal/ external customers, consumers and patience's by providing helpful information, answering questions, and responding to queries.

Customer Service Assistant Manager is responsible for prepares, maintains and submits reports and records, such as operational and personnel reports.

WORKING RELATIONSHIPS

Internal: All local functions

External: Eye Care Professional, Consumer or Patients and Warehouse 3rd party logistic, domestic couriers...

etc.

KEY RESPONSIBILITIES

Customer Focus:


* Demonstrate customer centric mindset and service altitude.


* Prepares product or service reports by collecting and analyzing customer information.


* Plans and develops improved Customer Service procedures


* Partner with sales team to meet and exceed customer service expectations


* Provides timely feedback to the company regarding service failures or customer concerns


* Transfer product related complaints to the designated complaint handling centre immediately


* Escalate issues to relevant function as per requirement in each market company

Excellence in Execution:


* Ensure flawless order entry, call handling in call center activies


* Obtain and evaluate all relevant information to handle product and service inquiries


* Escalate issues to relevant function as per requirement in each market company


* Demonstrate in depth understanding of call center processes, product knowledge, local regulations and quality requirements.


* Document all call information according to standard operating procedures


* Execute the company procedures


* Report significant quality event and product complaints according to related company policy and procedure.


* Execute project base on initiatives as per JJV direction and guidance


* Drive cost initiatives and optimize overall budget planning and execution

Critical Success Factors:


* A self-starter with a willingness to take ownership a...