Customer Service Manager

2 semanas atrás


São Paulo, São Paulo, Brasil Abbvie Tempo inteiro

Job Summary:

We are seeking a highly skilled and experienced professional to join our team as a Customer Service Manager at AbbVie. As a key member of our customer service team, you will be responsible for ensuring that our patients, caregivers, healthcare professionals, and customers receive the best possible service in accordance with our global and local policies and guidelines.

Key Responsibilities:

  • Manage and guarantee the best service for our patients, caregivers, HCPs, and customers through AbbVie Line services.
  • Be responsible for overall messages, scripts, and communications within this channel and its approvals with involved areas and internal systems.
  • Develop and implement a 'free of charge' product exchange strategy, including MAP documentation, inventory validation, freight control, and global internal quarterly compliance control.
  • Administer vendors, including contract management, monthly billing validation, mandatory training, and registration of new employees in internal systems.
  • Assist in preparing reports, presentations, and processes regarding customer service experience.
  • Keep vendors informed on critical topics, such as quality batch releases, regulatory updates, issue management, and others.
  • Manage the Reclame Aqui page, responding to complaints, monitoring for replicas, and final consumer evaluation, with an impact on the company's reputation.

Requirements:

  • Completed higher education in Administration, Communication, Marketing, or a healthcare professional field.
  • Experience in customer service or patient support programs, preferably in the healthcare industry.
  • Advanced English language skills.
  • Advanced knowledge of Office programs, including PowerPoint, Word, and Excel.
  • Excellent writing skills and high capacity for learning and relationships with different stakeholders.


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