Customer Service & Solutions Lead

Mindray Bio-Medical Electronics Co., Ltd.; Monterrey; Hybrid; MXN 300,000 - 420,000; Full time

Job summary

Mindray Bio-Medical Electronics Co., Ltd. in Monterrey is seeking a Customer Service professional to handle customer complaints, coordinate service delivery, and monitor performance to drive timely resolutions and satisfaction.

You will develop plans with key accounts, visit customers to gather needs, promote service offerings, and work with sales, service, and channels to ensure service excellence and continuous improvement.

Qualifications

• Experience in customer service and account management.
• Ability to analyze customer data and identify opportunities and risks.
• Strong communication and coordination skills.
• Understanding of service marketing concepts.
• Accountability and proactive ownership.
• Adaptability and willingness to learn new technologies.

Responsibilities

• Handle customer complaints and issues to ensure timely resolution.
• Carry out project-based service delivery and operation maintenance according to business requirements.
• Monitor service performance indicators and propose improvement plans.
• Maintain and manage customer relationships, and create service value.
• Develop customer plans and objectives, and build strong relationships with key accounts.
• Regularly conduct customer visits to collect customer needs and issues, coordinate resources to fulfill them, and improve customer satisfaction.
• Promote service marketing products and ensure the achievement of business targets.
• Data Analysis and reporting: Continuous Improvement.
• Establish and improve customer profiles, analyze customer data, and identify opportunities and risks.
• Regularly report on customer service status and improvement plans to upper-level departments.
• Conduct competitor or market research as required to ensure service competitiveness.
• Establish a communication mechanism with the sales team, share business information, and jointly promote business development.
• Establish working mechanisms within the service team to ensure timely closure of customer issues and needs.
• Build cooperative relationships with channels and mobilize channel resources in a timely manner to complete service activities.
• Channels Management: Technical and administrative support to region’s channels, based on projects or key accounts.
• Ensure high-quality standards and processes for channel´s service departments.

Skills

Customer service

Account management

Data analysis

Relationship building

Communication

Problem solving

Adaptability

Service marketing

Job description

Mindray Bio-Medical Electronics Co., Ltd. in Monterrey is seeking a Customer Service professional to handle customer complaints, coordinate service delivery, and monitor performance to drive timely resolutions and satisfaction.

You will develop plans with key accounts, visit customers to gather needs, promote service offerings, and work with sales, service, and channels to ensure service excellence and continuous improvement.