Call Center Specialist
Cochlear
- Chengdu, Sichuan
- Permanent
- Full-time
- Provide excellent inbound & outbound call support to China recipients and their families. On duty by mobile phone during weekend and holiday make sure we response customer urgent service needs.
- Improve customer experience of call support by reporting and feedback customer voice and suggestions
- Provide support in projects base of Cochlear service like JD.COM, central and local DPF tender service by coordinating with cross function team in Cochlear
- Provide daily phone support to China recipients and their families. In China we have ~35000 recipients now. Call specialist provide direct support on areas of pre-surgery question, new recipient training, trouble shooting, accessary selling, upgrade consulting….
- Conduct scheduled outbound calls such as 30 days call back to new recipients, events invitation during Cochlear ear car month, service month …. or even customer information collections.
- Make sure all call details recorded in Cochlear call management system, which is comprehensive with correct information. Will be responsible for related reports.
- On duty by keep mobile phone during holiday and weekend to response customer urgent service needs during holiday and weekend.
- Understand more of front-line service, record customer feedback, lead the improvement discussion and develop actions plans regularly.
- Support lead on customer satisfaction survey to hear the customer voice.
- Receive complaints from customer, coordinate to feedback or solve customer complaints by cooperation with cross function teams. Record the complaints in the system according to the company’s requirement.
- Enhance recipient training along the life to reduce product failure rate and improve customer satisfaction.
- Cooperate with finance and logistic team to develop the new channel of accessory sales and online service, monitor the team work to make Cochlear service more effective and convenient to recipient, to achieve continuously increasing accessory sales revenue.
- Support JD.COM project customer questions related to accessary purchase, product delivery, invoice and product quality
- Support central tender and local DPF tender on customer call support, need to be very clear about the difference on service vs normal process. Make sure the project customers are satisfied.
- Support volunteer program by VIP service provided.
- Follow relevant quality procedures in order to deliver quality products and services and identify and support the implementation of continuous improvement. Undertake additional quality responsibilities (e.g. audit) when appropriately trained to undertake these responsibilities.