南平招聘

1. POSITION: Hotline Manager

2. DIVISION: ANI

3. FUNCTION: MND

4. REPORTS TO: Business Director - MND

5. NO. OF DIRECT REPORTS: 3~5

6. EDUCATION REQUIREMENT: Bachelor degree or above, major in Business/Marketing/Nutrition/


7. RESPONSIBILITIES:

u Four Main Responsibilities:





Job Weighting%

Main Responsibilities


70%

Telemarketing Related Activities


15%

Customer Complaint Handling


15%

Resource and Capacity Planning for Expansion







u Major Responsibilities/Activities:
(A) Telemarketing Related Activities


To be responsible for setting up a fully functional telemarketing system through the support of IT department.


Proactively keeping abreast with marketing and sales requirements on customer database data support to ensure that telemarketing is progressively set-up to perform its specific roles within the desired programs and activities in demand creation, leading to expansion and mantainance of product specific users base.


To be responsible in managing the following types of call, namely a.) General Inquiries b.) Product specific inquiries c.) Campaign related inquries d.) Customer complaint e.) Out-going call.


To ensure the integrity of telemarketing processes that includes,

Incoming Call Handling - The process where Call Advisors handle calls to MND.
Customer Creation - The process where customer records are created for customers who are new to MND.
Marketing Follow-Up Calls - The process to evaluate the customer's position with Abbott and generates follow-up activities for Call Advisors to act upon.
Package Mailing - The process where MND determines and sends out appropriate product samples /materials to Abbott customers depending on their position with MND.
Complaint Handling - The process where Nurse Advisors handle complaints lodged with Abbott.
Campaign Management - The process of creating campaigns, marketing lists, generating campaign activities to campaign executors, tracking and following up on campaign responses for Call Advisors.


To create and update on standard answers to FAQs (Frequently Asked Questions).


Regular tracking of campaign responses, prepare and distribution of specific update reports to the appropriate functions departments in MND


To lead and supervise Call Advisors in their day to day activities.


(B) Customer Complaint Handling

1. To facilitate provision of training and compliance to strict standards by Call Advisors in handling customer complaints within the scope of telemarketing process that includes the following,
a. Creating a case log to document the complaint details.
b. Reference to standard answers to frequently asked questions to handle the customer's complaint.
c. Close the case appropriately or determines if an investigation report of the product is required.
d. If an investigation is required, proceed in accordance to QA proces.


8. REQUIREMENTS:

l Industry experiences:
Worked with multi-national health care companies or pharmaceutical companies or multi-national FMCG companies.



l Position experiences:
With 5 years experience in managing CRM activities.
Preferably, have personally set-up and expand telemarketing department before..

l Language Skills:
Fluent English and Mandarin speaker

l Computer Skills:
Proficient usage of Microsoft Office Software and telemarketing platform.

.

雅培始终致力于帮助人们生活得更加美好。我们带来改变生命的前沿科技和产品，缔造医疗健康的未来。我们的创新产品帮助人们改善健康、强健体魄、快速诊疗，助力人们回归到所热爱的生活中。
公司的全球总部位于芝加哥，领先的产品和服务遍及医疗器械、诊断、营养品、药品等领域。雅培全球109,000名员工，每天助力160多个国家和地区的千百万人获得健康，拥有更美好的生活。
我们植根中国超过30年，拥有4家工厂，3家研发中心，1家客户体验中心，1家培训中心。我们在中国拥有超过6,000多名员工,总部位于上海，连续10年荣膺"中国杰出雇主"，致力于帮助人们活得健康，活出精彩。
在雅培，我们致力于帮助人们在我们所做的每一件事上过上更充实的生活。我们正在通过改变生活的技术和产品创造医疗保健的未来，这些技术和产品使您更健康，更强壮，快速识别您何时有医疗需求，并治疗病情以帮助您重新做自己喜欢的事情。
我们的全球总部位于芝加哥，为 160 多个国家/地区的人们提供领先的医疗设备、诊断、营养产品和品牌仿制药。我们中的109，000人正在帮助世界各地数百万人过上更好，更健康的生活。
在中国，30多年来，我们一直在帮助人们过上充实的生活。我们有4个生产基地，3个研发中心，1个客户体验中心，1个培训中心。雅培在中国拥有6000多名员工，总部位于上海。雅培连续10年被认证为中国"杰出雇主"，帮助人们健康生活，生活充实。