Assistant Manager, Customer Service - Bukit Merah

Job Description:

This person will oversee all customer support functions, driving service excellence, process improvements, and customer satisfaction.

• Follow us on LinkedIn for more job opportunities (below link):? https://www.linkedin.com/company/kairosglobalsearch/?viewAsMember=true

Key Responsibilities:

• Develop and implement a customer service strategy aligned with the company’s business objectives.
• Lead and mentor a team of customer service representatives, ensuring high performance and engagement.
• Establish and track KPIs to measure service quality, response times, and customer satisfaction.
• Optimize customer service processes, including inquiries, troubleshooting, and technical support.
• Implement CRM systems, chatbots, and automation tools to enhance efficiency.
• Develop and enforce policies for handling customer escalations and complaints.
• Act as a key point of contact for major clients, hospitals, and healthcare providers.
• Gather customer feedback to drive continuous product and service improvements.
• Collaborate with sales, product, and technical teams to address customer needs effectively.
• Ensure customer interactions comply with MedTech industry regulations (e.g., FDA, MDR, HIPAA).
• Develop training programs for customer service teams on product knowledge and patient engagement.

Requirements:

• Bachelor’s degree in Business, Healthcare Management, or a related field.
• At least 5+ years of customer service experience
• Experience in MedTech, medical devices, healthcare, or pharmaceuticals preferred.
• Strong knowledge of customer service technologies, CRM systems, and call center operations.
• Excellent communication, problem-solving, and stakeholder management skills.
• Ability to analyze data and implement strategies for improving service performance.
• Understanding of regulatory requirements in the healthcare sector.

EA Licence No: 23S1615