Acts as a secondary point of contact for escalation for the issues raised by the client, takes the necessary measures to solve these and communicates with the customer about the status of the actions plan.
Follows the deadlines agreed with the client and maintains the relationship with the client with regards to the agreed action plan.
Builds a strong collaboration relationship with the key stakeholders in the customer site, proactively asks for feedback and takes full responsibility of the process and managed operations.
Proposes and discusses with the customer the transformation initiatives, negotiates the productivity clauses based on the dependencies on the team’s internal / external factors.
Conducts team huddles to communicate the customer’s priorities.
Ensures the connection with the global and regional internal stakeholders to ensure a mutual approach in terms of account strategy and direction
Keeps a close collaboration with its homologous Pathfinders and Process Architects to be informed about the process related issues / initiatives or human resources that may have an impact on the customer.
Manages the MSS data accuracy, the operating plan, generates the monthly invoices for the services provided to the customer by the team.
Deliver highest level of consumer satisfaction.
Motivate team to deliver world class consumer service.
Investigate root causes of individual and departmental performance issues and work with team members to agree upon corrective action (e.g. training, etc.).
Effectively coach agents based on identified areas of need and opportunities
Prepares and submits reports / dashboards to operations, and senior leaders as required
Has a good understanding of consumer experience
Compilation and updating of Operations Documents.
Responsible in gauging associates based on compliance standards that the business follows
Proactively makes recommendations on how to enhance customer satisfaction, and improve operational effectiveness and efficiency.
Identifies trends in customer satisfaction or dissatisfaction.
Has prior experience working for digital savvy organizations (e.g. internet, hi tech and / or start-ups)
Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel
Responsible for notifying administration of any required updates of customer records on the organization’s internal database.
Qualifications we seek in you!
Previous experience in customer management.
Strong knowledge in processes, such as : Pharma, high tech (represents an advantage).
Previous experience in transformation and efficiency projects.
Organizational skills especially for budget monitoring and control
Experience in team management (more than 20 persons represents an advantage)
What can we offer?