Customer Care Lead at Deloitte

Job Description

Customer service:

• Manage and oversee the handling of customer inquiries and complaints through various channels, such as phone, email, and live chat.
• Troubleshoot and resolve customer issues promptly and effectively.
• Implement and monitor customer satisfaction metrics, such as customer satisfaction surveys and Net Promoter Score (NPS).
• Provide accurate and up-to-date information on products and services.
• Manage the return and exchange process for defective or damaged products.

Process Improvement:

• Identify Process Bottlenecks, analyze customer service processes to identify areas for improvement.
• Implement process improvements to enhance efficiency and customer satisfaction.
• Utilize customer relationship management (CRM) systems and other technologies to streamline operations.

Regulatory Compliance:

• Protect patient privacy and confidentiality.
• Ensure compliance with HIPAA, FDA, and other relevant regulations.
• Stay informed about changes in regulations and industry standards.

Quality Assurance

• Ensure that customer service representatives adhere to quality standards and guidelines.
• Regularly review customer interactions to identify areas for improvement.
• Implement Quality Improvement Initiatives: Develop and implement strategies to enhance customer service quality.

Risk Management

• Escalate complex or urgent issues to appropriate departments for resolution.
• Respond to customer crises calmly and effectively.
• Identify potential risks, such as product recalls or adverse events, and implement risk mitigation strategies.

Product Knowledge

• Maintain a deep understanding of the company's products and services, including features, benefits, and limitations.
• Offer technical assistance to customers, troubleshooting issues and providing solutions.
• Keep up-to-date with industry trends and advancements to provide accurate and relevant information.

Qualifications

Educational Requirements

• Bachelor’s degree in a related field.
• Master’s degree is an added advantage

Professional Requirements

• A certification in Customer Service such Certified Customer Service Professional (CCSP) is an added advantage

Experience Requirements

• 6 - 8 years’ progressive experience in customer service in the medical device or pharmaceutical industry.
• Progressive experience in customer service in the medical