Customer Experience Specialist, South Asia

Cochlear; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A global medical device company is seeking a Customer Experience Specialist for its South Asia operations. The role involves optimizing service operations, enhancing customer satisfaction, and driving continuous improvement initiatives. Ideal candidates will have 6-8 years of experience in operations, a background in process improvement methodologies, and excellent communication skills. The position is based in Singapore, offering a dynamic work environment focused on exceptional service delivery.

Qualifications

• 6-8 years in a corporate environment in Operations/Process Improvement.
• Knowledge of Lean, Six Sigma, Kaizen, and Project management.
• Ability to work independently and understand company structure.

Responsibilities

• Develop customer-centric operations strategies.
• Analyze workflows for process improvement.
• Collaborate with internal and external teams.

Skills

Customer focus

Teamwork

Process Improvement methodologies

Exceptional communication

Negotiation skills

Organization and time-management

Education

B.E/B.Tech

MBA in operations

Tools

Oracle

Job description

Customer Experience Specialist, South Asia

The Customer Experience Specialist plays a pivotal role in enhancing the overall service experience for patients and healthcare professionals across South Asia. The position focuses on ensuring efficient operational processes aligned with delivering exceptional customer service. The primary responsibilities include developing customer-centric operations strategies, analyzing workflows for process improvement, collaborating with internal and external teams, driving service excellence initiatives, and fostering a continuous improvement mindset. The Specialist will contribute to shaping a service-oriented operational framework that exceeds stakeholder expectations and supports organizational success and growth in South Asia.

Accountabilities:

1. Optimize the end-to-end operations of the warehouse

• Conduct assessments of warehouse operations to identify inefficiencies and develop enhancement roadmaps.
• Establish performance metrics for supply chain vendors and implement vendor evaluation processes.
• Analyze freight costs and develop strategies to optimize operations.
• Lead process improvement initiatives and provide training to ensure successful implementation.

Optimize the end-to-end operations of customer service

• Collaborate with the CS team to implement process improvements.
• Streamline service and repair processes to enhance efficiency and customer satisfaction.
• Develop monitoring systems to track warranty costs and implement tracking mechanisms for FOC issuance.

Team Role:

• Manager of people: Actively seek, share, and adopt best practices, develop insights for organizational improvements, and promote a creative work environment.
• Manager of outsourced employees: Contribute ideas for system and process improvements, attract, develop, and retain talent, and demonstrate commitment to workplace health and safety.

Minimum Key Incumbent Requirements:

• Required Skills:
• Qualifications: B.E/B.Tech
• Experience: 6-8 years in a corporate environment in Operations/Process Improvement
• Customer focus, teamwork, and cooperation
• Knowledge of Process Improvement methodologies and tools such as Lean, Six Sigma, Kaizen, and Project management
• Desired Skills:
• Exceptional communication skills, ability to work under tight deadlines, negotiation skills, organization and time-management, familiarity with data insights, and continuous improvement drive.
• Ability to work independently, understand company structure and values, and provide professional advice to internal and external contacts.

Ideal candidates will also have:

• Experience working with Oracle
• MBA in operations
• Experience in the medical devices industry

Additional skills include:

• Knowledge of Process Improvement methodologies
• Exceptional written communication
• Ability to effectively work under tight deadlines
• Strong organization and time-management skills
• Experience managing creatively-led projects
• Drive for continuous improvement
• Ability to understand insights from data
• Provide a high level of professional advice