Customer Care Manager

Summary

Join Insightec, a growing medical technology company, as a Customer Care Manager. You will be responsible for monitoring customer satisfaction, building positive customer service experiences, and resolving customer issues. This role involves developing and implementing customer care policies, providing service updates, and establishing communication channels for customer feedback. You will work collaboratively with the Director of Service to ensure service level agreements are met and lead escalation plans. The ideal candidate possesses at least 5 years of customer experience management, strong communication skills, and proficiency in database management. Insightec offers a dynamic work environment and is committed to creating a safe and inclusive workplace.

Requirements

• Must have at least 5 years managing customer experience, medical device industry an advantage
• Can demonstrate empathy, listening skills, and speaking skills
• Flexibility to work multiple shifts, including during the weekends or on holidays
• Strong oral and written communication skills
• Capable of working independently & as part of a team
• Very knowledgeable in database management & Microsoft Office Suite

Responsibilities

• Develop and implement customer care policies, procedures, necessary for ensuring a satisfied customer base
• Provide customers with updates and periodic statements on service developments
• Establish communication channels through which customers can send in their feedback or challenges for prompt resolution
• Work with the Director of Service, Americas to ensure that the contractual levels of service are being delivered in a satisfactory manner and that where necessary escalations are raised in a timely fashion
• Lead and create accountability for escalation plans as well as for “Hot Sites” as defined by the Director of Service, Sales, CAM, CR&D and Management
• Identify the appropriate response and strategy for unique customer cases to solve customer issues as quickly as possible
• Assign unique customer cases to management or the appropriate department and provide context when necessary
• Compile product and or service reports by collecting and analyzing customer information (CRM)
• Conduct surveys to determine the opinion of customers regarding the service and product and overall satisfaction with Insightec

Preferred Qualifications

Bachelor’s Degree preferred