Consumer Care Manager
Beijing, CN
![](https://performancemanager5.successfactors.eu/Coloplast/Coloplast_BC_1.jpg)
工作摘要/目的Job Summary / Purpose
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主要职责/责任Essential Duties / Responsibilities
- 制定终端客户教育和产品服务工作计划/月度工作计划,合理分配销售线索(NPR),通过首次外呼任务的完成与终端客户建立联系并逐步建立信任,为后续的个性化服务支持与业务目标达成打下基础;
- 执行市场策略/产品品牌策略,辅导终端关爱顾问达成季度业务目标;
- 通过对电话/线上服务绩效、系统流程管理、企微微信运营等管理工具辅导并支持关爱顾问的日常工作,提升顾问工作效能,确保团队成员完成个人业务目标,并与团队目标和CBU目标保持一致
- 通过对业务数据和绩效指标等的分析,及时复盘与总结,调整工作计划和流程,设定工作的优先级,推动团队业务指标的达成;
- 跨部门/团队合作,基于业务目标制定终端关爱顾问的培训计划、服务话术、产品推广话术、客户内容营销等,并辅导终端顾问提升专业技能,为客户提供个性化服务,提升客户体验;
- 与医院团队保持密切沟通与合作,根据需要调整内部工作流程,最大的支持临床团队更容易的收集NPR并做好NPR的转化;根据需要拜访/协访医院HCP客户学习并了解整体业务流程,完善终端客户的院外服务内容;
- 跨部门合作,优化内部系统操作流程、管理流程、内容推广流程等,提升工作效率;
- 完善CRM系统中的客户信息及回访信息等,以利于市场策略、品牌策略的制定;
- 管理IB电话服务&线上咨询服务,辅导员工处理客户异议&客户投诉,提升客户满意度;具有对疑难客户投诉的处理能力例如12315/12345的投诉客户;
- 赋能员工,通过Partner to Grow等形式助力员工个人成长,为部门发展做好人员的储备和人才发展计划,创造一个充满活力的工作氛围;
- 执行并协助上级领导交办的其他临时性工作。
任职资格Job Qualifications
- 护理、医药、电话客户服务或销售相关经验2年以上
- 团队管理或者大型项目经验1年以上
- 大专学历以上,护理/医疗专业
岗位胜任力Competencies – apart from global competencies
- 良好的执行力&计划销售能力
- 团队管理与员工辅导能力
- 有团队精神,具有主动性,有优先的组织与协调能力
- 具有很强的学习能力/抗压能力
技能Skills
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Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.
Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfil their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.
Visit us on Coloplast.com.
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