Customer Service Capabilities Manager
KEY TASKS AND RESPONSIBILITIES :
System Development / Maintenance Keep running the system, making sure the data is accurate and consistent to make compliance a priority and enforce zero tolerance policy for compliance violations.
Maintain internal systems such as a brochure / leaflet ordering system and an address translation system and operate a website for customers to order brochures.
Lead system development and enhancement to embed digital solution into the business processes of interactions with Health Care Professionals (HCPs), such as conference, promotional material creation, advertisement, operational support, and donations.
Ensure that business requirements are reflected in the requirements definition document prepared by outsourcing vendor and IT offshore developer.
Verify the User Acceptance Test (UAT) performed by outsourced employees. Prepare user manuals using resources of the outsourced employees and guide users about the developed system.
Data Management Produce data for auditing and other purposes related to activities mentioned above. Managing SOP
Talent and Outsourcer Management Maximize the use of outsourcing vendor resources within contractual and budgetary constraints, especially in the process of defining requirements with offshore developers.
Rational handling of complaints to reduce stress of supervisor and operators.
WHO YOU ARE :
At least 3 or more years substantial knowledge in Customer Relationship Management (CRM), event management, and / or data management in pharma industry
Capability of conceptualization, definition and development
Context or scenario-based capability modelling and simulation
Project management skill
Experience of user support and communication with internal / external customers.
Willingness and ability to learn quickly from experience
Excellent communication and presentation skills
Fluent in Japanese and basic English (TOEIC 730 or above)
Date of Employment : ASAP Division : Pharmaceuticals