Salary: Negotiate

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At Abbott, we believe people with diabetes should have the freedom to enjoy active lives. That’s why we’re focused on helping people with diabetes manage their health more effectively and comfortably, with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology.

Primary Function

  • As an Customer Experience Associate Manager, Asia Pacific, you will support the Head of Customer Experience in activities related to operational excellence projects, enhanced customer adoption/retention journeys, data analysis and reporting.
  • This role works with Countries/Area/Global cross-functional teams (i.e. Sales, Finance & Demand Planning, Commercial, Marketing, Legal, Public Affairs, Quality Assurance and Regulatory Affairs, etc.) and Head, Customer Experience, Asia Pacific; in developing a clear Customer Experience strategy to drive business growth. This is in support of both the patients’ population as well as the health care professionals’ (HCP) needs.
  • This role will be responsible to evaluate current customer journey, engagement touchpoints and recommending improved solutions as well as implementing these solutions via the third-party contact centers’ vendors.
  • To ensure adherence in compliance to our Company’s policies and procedures.
  • Effective management of third-party contact centers or in-sourced contact center.

Core Job Responsibilities:

  • The Customer Experience Associate Manager, Asia Pacific will be responsible for formulating and communicating ADC Area Customer Experience (CX) strategy to the third-party Customer Experience Professionals (CXPs)/Team Leaders/Operations Managers as well as to provide work direction, coaching and performance management. This role is required to ensure that deployed CXPs are well-trained and supported with the necessary tools and resources. If Key Performance Indicators are missing targets and/or processes not in control, the Area Customer Experience & Analytics Manager should review/troubleshoot and ensure effective corrective actions are taken by the relevant parties, in accordance to Abbott’s and Country’s guidelines as well as quality system.
  • Improve customer service experience, create engaged customers and facilitate organic growth.
  • Take ownership of customers issues and follow problems through to resolution.
  • Set a clear mission and deploy strategies focused towards that mission.
  • Develop service procedures, policies and standards.
  • Keep accurate records and document customer service actions and discussions.
  • Analyze contact centers’ Key Performance Indicators and Revenue performance with quality plans to identify improvements.
  • Analyze statistics and compile accurate reports.
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
  • Keep ahead of industry’s developments and apply best practices to areas of improvement.
  • Control resources and utilize assets to achieve qualitative and quantitative targets.
  • Adhere to and manage the approved budget.
  • Maintain an orderly workflow according to priorities.
  • Represent Abbott Diabetes Care in a professional manner that aligns with company image, ensuring activities comply with legal, quality assurance, ethical and regulatory guidelines.

Knowledge / Education Required:

  • Bachelor’s Degree level in Business, Marketing, Data Analytics, or related disciplines.
  • Proficient in English and one other APAC language (both spoken and written business language).

Experience Required:

  • Have had experience in setting up a customer service contact center, preferred.
  • Experience working in a medical devices / healthcare / eCommerce / logistics / banking / FMCG industry is advantageous.
  • Strong experience in customer journey design through multiple channels.
  • Strong analytical and problem-solving skills combined with creativity and user empathy.
  • Proven ability to collaborate successfully with team members both within the team and from cross-functional teams.
  • Strong conceptual thinking skills with an ability to problem solve, recommend solutions and intuitively prioritize customers or business issues.
  • Ability to juggle multiple projects and priorities.
  • Act with sense of urgency and follow through till project/task completion.
  • Ability to work independently and remotely from home (if required).
  • Good customer complaint handling skills.
  • Tech-savvy and familiar with social media channels.
  • Experience with Microsoft Office tools (Excel, Word, Powerpoint, OneNote, Visio), Power BI, SQL, CRM-Salesforce preferred.
  • Business travel (< 20%) may be required.
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Deadline: 08-10-2023

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