Customer Care Manager

• Master's degree or above.
• More than 3 years of experience in CS and preferably experience as a team leader or manager atHospital Management.
• Understand and be aware of improving user experience, friendly, have good negotiation skills, patient, and polite.
• Good at using Excel, Word, PPT, and have good analytical skills.
• Proficient in English 

• Overall responsible and accountable for the day-to-day operation of the customer service function & Ensure compliance with procedures and processes.
• Lead, coach and develop your team members by providing clear direction and guidance.
• Liaise and co-ordinate with customer and relevant internal department on order processing to meet customer expectations for on-time delivery in full.
• Participate in the daily order tracking process.
• Ensure all customer requests and enquiries a responded to in a timely fashion.
• Personally and promptly manage all customer complaints and escalations.
• Create strong cross-functional collaboration with the other departments including Supply Chain, Finance and Commercial to create continuous business improvement.
• Prepare service level and KPI reports and present to relevant stakeholders.
• Drive excellent operational performance and customer satisfaction results to meet (or exceed) agreed key targets!
• Participate in the daily and routine customer service duties (as required).
• Other ad-hoc duties assigned as and when required.
• Analyzing individual team members’ performance to target, identify gaps and develop the individual’s plans to close said gaps.
• Build and maintain a strong Customer Services team through the promotion of resolving the customer issues first time.
• To plan and manage change and development in order to improve performance.
• Define standards of performance for entire Customer Services team and drive improvements to the customer experience