Manager Customer Service

Primary Function of Position :

Lead the Customer Service team organize and manage activities to ensure a world class experience is delivered to external and internal customers throughout the use of best practices and continuous process improvement. Responsible that the training activities are deployed in accordance to our needs and delivered on time and quality.

Roles and Responsibilities :

• Manage in full autonomy a team of Customer Service representatives that are providing operational / business support to internal and external customers on company products and services.
• Exercise full management authority including recruitment employee development Performance reviews pay decisions discipline actions.
• Identify and drive team goals in line with department goals.
• Ensure efficient operations and build a strong team culture.
• Responsible for employee training including product knowledge proper language / communication and support of overall service requirements.
• Monitor staffing requirements to ensure adequate resources are in place to effectively support daily volume and satisfy customer needs.
• Manage all facets of customer retention including participating in the resolution of customer concerns and escalated issues.
• Participate to projects that will result in enhanced system capabilities process improvements and implementation of new Customer Service strategies.
• Develop and maintain key performance indicators to monitor team performance and effectiveness.
• Work cross-functionally to identify drive and maintain key business opportunities and requirements.
• Ensure smooth and efficient execution of initiatives such as product launches and field actions support.
• Ensure a solid business partnership with Customer Success Sales & Marketing Service management and other key support functions to be one face to the customer.
• Ensure that team performance is aligned with Customer Service Level Agreements as defined by Department Management.
• Ensure compliance with the QMS and SOX rules.
• Develop and distribute reports to internal and external management as necessary.

Qualifications :

Required Knowledge Skills and Experience :

We are looking for an individual with high energy and focused on delivering excellent customer service. Someone who can inspire a multicultural team through highly effective communication and individual development opportunities. The ability to drive organizational efficiency with a collaborative and solution-based approach is a must.

Additional Information :

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees and prohibit discrimination and harassment of any type without regard to race sex pregnancy sexual orientation gender identity national origin color age religion protected veteran or disability status genetic information or any other status protected under federal state or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

U.S. Export Controls Disclaimer :   In accordance with the U.S. Export Administration Regulations (15 CFR 743.13(b)) some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employeeswho are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note : the governments licensing process can take 3 to 6 months) or (ii) implement a Technology Control Plan (TCP) (note : typically adds 2 weeks to the hiring process).

For any Intuitive role subject to export controls final offers are contingent upon obtaining an approved export license and / or an executed TCP prior to the prospective employeesstart date which may or may not be flexible and within a timeframe that does not unreasonably impede the hiring need. If applicable candidates will be notified and instructed on any requirements for these purposes.

Remote Work : No

Employment Type : Full-time

Key Skills

Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

Experience : years

Vacancy : 1