北京招聘

• Analyze data and generate reports on customer complaints, order status, customer survey, project implementation, etc. for the sales, customer care and management team.
• Pre-test, provide troubleshooting solutions, email notifications and proactively follow up regarding any system upgrade or maintenance, new product launches etc.
• Tactfully handle with any potential serious complaints from the end users which were out of capability of customer care reps and seek to find a better solution. Focal point on the communications and cooperation with ZY/JZ QA and QC on product quality improvement.
• Generate the daily cases status report and notify the customers via SMS and emails.
• Handle with local and international patient transfer and stamped files verification. Follow up with impacted orders during Channel transfer in Patient central monthly.
• Provide professional, proactive and closely joint effort on accounts transfer from JZ to ZY to achieve better product quality and satisfied cycle time. Maintain a good communicating mechanism with ZY AFAB.
• Keep good communicating and escalation with JZ AFAB, JZ QA, ZY OA team and logistic team on behalf of CS team.
• Daily monitor any orders that are stuck on the system and escalate to APAC Technical Support team/Web Team to seek a timely and workable solutions.
• Handle with iTero scan accounts creation, IOS files transfer, basic issues troubleshooting and provide a professional support to the customers.
• Conduct surveys for the China customers via Medallia on product experience, service quality, ClinCheck Usage, iTero etc. Follow up customer feedback based on the survey results and timely close the tickets alert.
• Able to summarize, simplify, optimize and improve the work process and key points and train other team member or third-party CS team.
• Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning’s with departmental peers and management.
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity and achieve the customer experience improvement.
• Offer solutions to issues that are often non-standard/non-routine and require some clarification. System improvement on Salesforce/Patient Central/IDS/Wechat.
• Possess good knowledge of company processes, procedures and product information/materials.
• Interact with fellow employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines.

Additional responsibilities

• Comply with all safety policies, practices and procedures.
• Participate in proactive team efforts to achieve departmental and company goals.
• Participate in special projects and/or training when requested.
• Perform other duties as assigned.

EDUCATION and/or EXPERIENCE

• Bachelor degree, clinical or medical device field are preferred.
• 4+ years working experience in a similar role, same industry a plus.

LANGUAGE SKILLS

• Chinese native, English very good, fluency is a must.
• Ability to read and interpret basic documents.
• Ability to write routine reports and correspondence.
• Ability to communicate effectively with internal and external customers.

COMPUTER SKILL:

• Familiarity with Windows environment.
• Ability to learn software applications quickly.
• Experience with computer applications such as work processing, spreadsheet, and database programs.

OTHER SKILLS AND ABILITIES:

• Time management skills
• Ability to prioritize tasks
• Ability to pay attention to detail
• Ability to perform in a fast-paced, highly customized manufacturing environment
• Positive, self-motivated and resilient.
• Ability to communicate effectively
• Willingness to learn.
• Good team player.