Head of Customer Service

2 days ago

Singapore KAIROS GLOBAL SEARCH PTE. LTD. Full time

Our client is a pioneering Medical Technology (MedTech) company dedicated to transforming healthcare through innovative medical technologies, digital health solutions, and patient-centered care. They are now seeking a **Head of Customer Service**to lead and optimize their customer service operations, ensuring an exceptional experience for healthcare professionals, institutions, and patients. The **Head of Customer Service**will oversee all customer support functions, driving service excellence, process improvements, and customer satisfaction. This role requires a strategic leader with experience in managing customer service teams, implementing service technologies, and enhancing customer experiences within the MedTech, healthcare, or medical devices sector.

**Key Responsibilities**:

- Develop and implement a customer service strategy aligned with the company’s business objectives.
- Lead and mentor a team of customer service representatives, ensuring high performance and engagement.
- Establish and track KPIs to measure service quality, response times, and customer satisfaction.
- Optimize customer service processes, including inquiries, troubleshooting, and technical support.
- Implement CRM systems, chatbots, and automation tools to enhance efficiency.
- Develop and enforce policies for handling customer escalations and complaints.
- Act as a key point of contact for major clients, hospitals, and healthcare providers.
- Gather customer feedback to drive continuous product and service improvements.
- Collaborate with sales, product, and technical teams to address customer needs effectively.
- Ensure customer interactions comply with MedTech industry regulations (e.g., FDA, MDR, HIPAA).Develop training programs for customer service teams on product knowledge and patient engagement.

**Requirements**:

- Bachelor’s degree in Business, Healthcare Management, or a related field.
- At least 8+ years of customer service experience, with at least 3 years in a leadership role.
- Experience in MedTech, medical devices, healthcare, or pharmaceuticals preferred.
- Strong knowledge of customer service technologies, CRM systems, and call center operations.
- Excellent communication, problem-solving, and stakeholder management skills.
- Ability to analyze data and implement strategies for improving service performance.Understanding of regulatory requirements in the healthcare sector.

EA Licence No: 23S1615

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