JOB DESCRIPTION : PRIMARY OBJECTIVE :
PRIMARY OBJECTIVE :
As an Area Customer Experience Analyst, you will support the Head of Customer Experience in activities related to the onboarding and customer journeys for new and existing customers.
This is a dynamic level role that will provide you significant exposure to our products, customers, data and processes. In this position, you will bring your data analyst skills and customer experience focus to the team that ensure our customers obtain maximum value from our products & solutions.
The successful candidate will need to be passionate about helping our customers succeed, supporting products that users love and constantly thinking about ways to improve the systems, process or tool to make things better for our customers or make us easier to do business with.
You need to be excited about finding / inventing new ways of delighting our customers and transforming their lives.
CORE JOB RESPONSIBILITIES :
Data Analytics :
Conduct analysis on Key Performance Indicators and Revenue performance with quality plans to identify improvements.
Accuracy in Manpower Forecasting - responsible for the development / review of short and long term forecasting.
Timely submission of monthly data to Area / Global Commercial / Customer Experience / Marketing for Dashboard reporting.
Ensure data accuracy of the CX monthly reports before dissemination to Area Leadership Team and Countries Teams.
Driving Service Excellence :
Ensure all tools, processes and procedures are properly documented with at least half-yearly review with CX Managers and Outsourced Service Providers for all supported countries.
Participate in cross-functional Area / Country collaboration projects and providing CX data, if required (e.g. call volumes, average handle time, Net Promoter Score and Customer Satisfaction Score.)
Work collaboratively with Country Sales and Marketing teams, Customer Experience Managers locally and third party Customer Service Vendor to acquire new customers and retain existing customers.
Work closely with Area Functional Teams in new product / project discussions, ensuring customer experience processes are adhered to, collaborate in testing and ensuring key deliverables are met prior to product / project launch.
Identify and propose process improvements to deliver the best customer experience.
Facilitate as next level escalation and ensuring retention of existing customers by addressing customers’ enquiries, orders, service issues and complaints;
respond where appropriate or direct to relevant personnel for assistance / follow-up.
Represent Abbott in a professional manner that aligns with company image, ensuring activities comply with legal, quality assurance, ethical and regulatory guidelines.
Administrative / Information Management :
Accountability for Salesforce.com licenses usage
Monitor validity and operational relevance of contracts with third party vendors.
Review monthly invoices and tracking actual spent against budget for all supported countries.
To ensure training materials / processes / reports are duly updated in CX SharePoint for easy reference.
EDUCATION / QUALIFICATIONS / EXPERIENCE :
Minimum 3 years of Customer Analyst experience with a focus on Customer Experience.
Bachelor degree or Diploma, working experience in Medical Devices Industry (preferred).
Strong analytical and problem-solving skills, combined with creativity and user empathy. SQL or database experience with a focus of data analysis.
Exceptional communication skills, both written and verbal, with a proven ability to effectively partner with peers and senior management.
Proven ability to collaborate successfully with team members both within the team and from other disciplines.
Prior customer service, customer success, contact center experience or customer training, a strong plus.