PURPOSE

Why the position exists?

The main function of the position.

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

Describe in order of relative importance. In listing principal accountabilities emphasize, where appropriate.

List 4 – 10 of the major and result the position is to accomplish.

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 and a commitment to absolute performance and growth.
• A strong quality and compliance mindset.
• Has a pleasant, patient and friendly attitude.
• Demonstrate ability to solve problems in a timely manner
• Listening skills, attention to detail and accuracy
• Possess a strong work ethic and team player mentality.
• Ability to work effectively across multiple tasks in a deadline-driven environment
• Strategic thinking in terms of business orientation and customers’ insights

REQUIREMENTS

Skills, education, experience or other qualifications which would be required for anyone who would fill the job.

• University/Bachelor’s Degree or above
• 8-10 years of relevant experience
• Function-wide Initiative(s); Regional/ Global Experience
• English plus at least one local language
• Computer literate – SAP, familiar with, Excel, Word, Genesys Cloud or CS telphony and CRM system
• Strong communication and presentation in oral and written skills
• Big Picture Orientation with attention to details.
• Passionate, committed, initiative and follow through capability to deliver results.
• Good influencing skills, people management capability.