CEX Manager / CEX Sr. Specialist

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
  
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
  
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
  

The Opportunity

This position works at Istanbul location in the Diabetes Division that we’re 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.

What You’ll Do

• Working with Abbott Diabetes Care Turkey sales and marketing functions and also with EMEA Customer Experience leads in other countries in developing a clear Customer Experience strategy; in support of both the patients’ population as well as the healthcare professionals’ (HCP) needs.
• Responsible to evaluate current customer journey, engagement touchpoints and recommending improved solutions as well as implementing these solutions via the third-party customer service center supplier.
• Effective management of third-party customer service center.

Managing the Customer Experience Contact Center Operations

• To ensure right sizing of the customer service center to meet business requirements.
• To conduct weekly performance review meetings with Team Leader/Operations Manager and there should be meeting minutes taken.
• To manage customer’s escalations from third-party customer experience, contact center/in-country cross-functional teams; including dispute resolution.
• Reviewing Customer Experience KPIs on a monthly basis, identifying issues and improvement opportunities.
• Listen to recorded/live calls from customers and understanding the reasons for contact as well as identifying knowledge/training gaps of Customer Service Agents.

Customer Advocacy

• Lead and create on-going country initiatives to optimize the customer experience, to ensure consistent service quality and elevated 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 experience process, systems or tools to further delight our customers.
• Act as Area’s point of contact for strategic initiatives and to partner closely with Area CX Team in developing and executing on ADC Turkey’s customer experience 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.
• 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 the customer service center.
• 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 experience 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 (e.g. research, surveys and database marketing) coupled with effective data analysis, whilst ensuring all stakeholders are consulted and well managed throughout the project/process.

Required Qualifications

• Bachelor Degree in business, marketing or management-related course.
• Fluency in English (both spoken and written).
• At least 3 years experience in managing both an in-house and/or an outsourced customer service center.
• 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.
• Good customer complaint handling skills.
• Tech-savvy and familiar with social media channels.
• Competent skills in MS Office.

Apply Now

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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