Customer Care Manager

December 4

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INSIGHTEC

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Medical devices • MRgFUS • Focused ultrasound

201 - 500 employees

💊 Pharmaceuticals

🔬 Science

💰 $100M Debt Financing on 2022-08

Description

• The Customer Care Manager will be dealing with customers daily, to monitor customer satisfaction with the INSIGHTEC products and service. • 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 to ensure delivery of satisfactory service levels. • Customer Care Manager will lead and create accountability for escalation plans as well as for “Hot Sites”. • Identify the appropriate response and strategy for unique customer cases to solve customer issues quickly. • 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.

Requirements

• Must have at least 5 years managing customer experience, medical device industry an advantage. • Bachelor’s Degree preferred. • 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.