Our Abbott Diabetes Care, also known as ADC, is focused on helping people with diabetes manage their health 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
▪ This role works with the ADC Japan Leadership team (Marketing, Sales, Quality Assurance and Regulatory Affairs) and Area Head of Customer Experience, in developing a clear customer service strategy for ADC Japan to support both the
patient population as well as the healthcare professionals’ (HCP) needs.
▪ This role will be responsible to evaluate current customer journey and engagement touch-points and recommending improved solutions and
implementing these solutions via the third party customer service vendor. This
may include possibly moving the current customer service call centre offered by third party vendor in Malaysia to a local vendor in Japan. Core Job Responsibilities: List the primary tasks or activities this job performs

MAJOR RESPONSIBILITIES:
The Customer Experience Manager will be responsible for formulating and communicating ADC Japan’s Customer Service (CS) strategy to the third party CS agents and provide work direction, coaching and performance management. This role is required to ensure that deployed agents are well-trained and supported with the necessary tools and resources, troubleshoot and map out root cause corrective action, encountered by the team, all in accordance to Abbott’s and country guidelines.

Managing the Customer Service Operations
• Handling escalated calls from third party customer service vendor/agents including dispute resolution
• Developing supplementary country specific content for the customer service knowledge base that the third party CS vendor will be using
• Developing and refining Blood Glucose Monitoring (BGM) and Flash Glucose Monitoring (FGM) (FreeStyle Libre, Libre Pro) call volume forecasts on a monthly basis
• Reviewing Customer Service KPIs on a monthly basis, identifying issues and improvement opportunities
• Analysing the Top 20 reasons customers are calling CS hotline; identifying root causes for each of the Top 20 reasons and defining approaches to either
eliminate the calls or channel the calls to a self-service platform such as web, IVR, fax etc.
• Setting up the Goodwill/Warranty policy for ADC Japan (both BGM & FGM)
• Managing ADC Japan’s Customer Service budget
• Listen to customer service calls from ADC Japan customers, identifying Customer Service Agent knowledge/training gaps (i.e. Customer Service Quality Assurance)
• Collating promotional information from the marketing team and presenting the CS vendor’s team with a rolling 3-months calendar of HCP and Consumer promotional events (to help the CS team understand what marketing promotions are occurring and ensuring the Customer Service Agents are prepared to handle customer calls)
• Visiting third party CS agents/team once per Quarter for an onsite Customer
Service review

Customer Advocacy:
• Lead and create on-going country initiatives to optimize the customer experience, to ensure consistent service quality and high level of customer satisfaction
• Understand our customers' needs in our changing market place, what makes them tick and how the market change is affecting them, and leveraging that knowledge to innovate and improve on the customer service process, systems or tools to further delight our customers.
• Act as Area’s point of contact for strategic initiatives and to partner closely Area CS Team in developing and executing on the ADC Japan’s customer service strategy to elevate the customer experience for both patients and HCPs.
• Anticipate and understand the customers’ journey, perspectives and challenges and proactively make it a delightful engagement experience with ADC Japan.
• Organize, lead and facilitate team discussions to resolve customer and/or process escalations.
• Gather customer feedback regularly, analyse and develop specific improvement actions that will benefit our customers.
• Collaborate with Marketing & QA/RA team to explore viable customer relationship management initiatives.

Team Leadership
• Provide leadership and work direction to create a focused, results-driven and passionate team at call centre
• Monitor team performance against pre-determined KPI’s and standards
• Solve operational and process improvements to increase customer satisfaction and increase team productivity
• Share monthly management dashboards with Country Leadership team with actionable insights, to drive the growth of both base & new businesses.

Driving best-in-class performance
• Identify industry trends, and bring best in class practices to the customer service organization.
• Define and create 'best in class' customer journeys that support the business growth targets
• Promote and build the brand, and drive engagement, customer satisfaction, optimal conversion, and constantly strive for improvement by considering appropriate tools, systems and methods testing (eg. research, surveys and database marketing) coupled with effective data analysis, whilst ensuring all stakeholders are consulted and well managed throughout the project/process.

Knowledge / Education Required:
▪ Degree level in business, marketing or management-related subject
▪ Fluency in English and Japanese (both spoken and written)

Experience Required:
▪ At least 4 years’ experience in managing both an in-house and/or an outsourced
call centre
▪ Have had experience in setting up a customer service call centre
▪ Prior sales experience preferred
▪ Healthcare and/or Medical Device exposure will be an added advantage
▪ Strong experience in customer journey design through multiple channels
▪ Demonstrated track record in driving change cross-functionally and working within project or virtual teams
▪ Ability to grasp detailed information and understand what this means for the customer
▪ Ability to juggle multiple projects and priorities
▪ Proven ability to influence stakeholders
▪ Act with sense of urgency and follow through till project/task completion
Accountability
▪ Indirect report: third party customer service agents
▪ Complexity: supports both the Blood Glucose Monitoring (BGM) and Flash
Glucose Monitoring (FGM) businesses for ADC Japan