Customer Service Supervisor at Ascendis Health

JOB OBJECTIVE

• The centralized control, coordination and management of customer services support activities. Ensuring that the Customer Services Team adheres to policies, procedures and SOP’s to ensure consistent customer service and satisfaction. Supervises the troubleshooting and resolution of customer complaints. Resolves problems with orders, delivery dates or services.

JOB DESCRIPTION

• Coordinate, monitor and supervise the customer service function within the company as well as its performance.
• Evaluate current processes and identify areas for improvement and set quantifiable objectives.
• Document, review and evaluate SOP’s, Processes and Workflows relevant to the department
• Performance management of staff.
• Issuing non-conformances as required.
• Leave scheduling of staff members within the customer services department.
• Compilation and analysis of data and reporting as required.
• Generating, analysis and interpretation of Customer service reports for management

Customer Service Satisfaction

• Provide excellent customer service / resolution and satisfaction of internal and external customers.
• Providing excellent communication to all internal and external customers.
• Investigating, following-up on and resolving queries and problems between Internal and External customers.
• Provide value added support service to Sales and Operations functions.
• Managing the ordering function within customer services.
• Ensure that queries are dealt with timeously and follow up of upcoming queries with clients.

Relationship Management

• Fostering good relationships with internal and external customers.
• Pro-actively communicating with customers by telephone, email and face-to-face to ensure effective and efficient dealings with all.
• Handling customer complaints professionally and courteously.
• Keeping accurate records of discussions or correspondence with customers.

General Admin

• Learning about Company products or services and keeping up to date with any changes.
• Assisting with tenders as and when required.
• Adherence to ISO and QARA regulations.
• Multi-task a large volume of information while ensuring accuracy.

QUALIFICATION AND SKILS

• Matric + diploma
• 3 - 5 Years’ experience in customer services/management.
• Excel Skills Advanced knowledge
• Computer skills (MS Office)
• Oral and written communication skills
• Adhering to principles and Ascendis Medical Values
• Team work and Leadership

Customer Service Satisfaction

• Provide excellent customer service / resolution and satisfaction of internal and external customers.
• Providing excellent communication to all internal and external customers.
• Investigating, following-up on and resolving queries and problems between Internal and External customers.
• Provide value added support service to Sales and Operations functions.
• Managing the ordering function within customer services.
• Ensure that queries are dealt with timeously and follow up of upcoming queries with clients.

Relationship Management

• Fostering good relationships with internal and external customers.
• Pro-actively communicating with customers by telephone, email and face-to-face to ensure effective and efficient dealings with all.
• Handling customer complaints professionally and courteously.
• Keeping accurate records of discussions or correspondence with customers.

General Admin

• Learning about Company products or services and keeping up to date with any changes.
• Assisting with tenders as and when required.
• Adherence to ISO and QARA regulations.
• Multi-task a large volume of information while ensuring accuracy.