Overview Are you passionate about connecting people with services that can improve their lives? Are you excited to help families save money and access better healthcare? If so, working as a customer service lead with Common Health’s Myanmar country operation may be the next step in your career journey. We're a global company headquartered in the United States and working in Myanmar, and we believe technology can help to improve healthcare access for millions of people. Our team of doctors, technologists, and marketers have developed an exciting new product that can make a real difference for families in Myanmar. We need your help in bringing this service to the people who can benefit from it most. In doing this, you will not only start on a new career path -- you'll be helping families get better value out of their interactions with the healthcare sector. Ready to make a difference? Key Responsibilities Customer Support Operations: Oversee the daily operations of the customer service department to ensure world-class customer service to Common Health’s customers. Monitor response times and resolution rates, and take corrective actions as needed. Ensure prompt and courteous handling of customer inquiries, complaints, and escalations. Develop and implement strategies to improve efficiency and effectiveness of customer support processes. Establish and maintain excellent relationships and customers’ loyalty. Problem Resolution: Act as a point of contact for complex or sensitive customer inquiries. Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner. Work closely with other departments to address systemic issues impacting customer satisfaction. Implement quality assurance measures to ensure consistent service delivery. Review customer interactions and provide guidance on best practices and areas for improvement. Team Leadership and Management Supervise and mentor a team of customer service executives. Provide ongoing coaching and training to enhance team performance. Set performance goals and objectives for the team, and regularly monitor progress. Drive the team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction Hiring new customer service executives based on team requirements, standards and corporate direction Create a monthly duty roster for the customer services team. Conduct monthly, quarterly, and yearly performance and evaluations reviews. Communication and Collaboration Foster a collaborative work environment by promoting open communication and teamwork. Liaise with other departments to ensure alignment on customer service objectives and initiatives. Communicate customer feedback and insights to relevant stakeholders to drive continuous improvement. Create and deliver presentations, contribute to discussions and provide feedback and input on organizational initiatives in management meetings. Build a strong relationship with our product team to give a seamless and positive experience to our customer when ordering with us. Communication and Collaboration Foster a collaborative work environment by promoting open communication and teamwork. Liaise with other departments to ensure alignment on customer service objectives and initiatives. Communicate customer feedback and insights to relevant stakeholders to drive continuous improvement. Create and deliver presentations, contribute to discussions and provide feedback and input on organizational initiatives in management meetings. Build a strong relationship with our product team to give a seamless and positive experience to our customer when ordering with us. Reporting and Analysis Participate in monthly country calibration sessions Prepare and analyze reports on customer service metrics, such as response times, satisfaction scores, and resolution rates. Use data-driven insights to identify areas for improvement and implement actionable solutions. Provide regular updates to senior management on departmental performance and initiatives. Other tasks assigned by the line manager.
Customer Support Operations: Oversee the daily operations of the customer service department to ensure world-class customer service to Common Health’s customers. Monitor response times and resolution rates, and take corrective actions as needed. Ensure prompt and courteous handling of customer inquiries, complaints, and escalations. Develop and implement strategies to improve efficiency and effectiveness of customer support processes. Establish and maintain excellent relationships and customers’ loyalty. Problem Resolution Act as a point of contact for complex or sensitive customer inquiries. Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner. Work closely with other departments to address systemic issues impacting customer satisfaction. Implement quality assurance measures to ensure consistent service delivery. Review customer interactions and provide guidance on best practices and areas for improvement. Team Leadership and Management Supervise and mentor a team of customer service executives. Provide ongoing coaching and training to enhance team performance. Set performance goals and objectives for the team, and regularly monitor progress. Drive the team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction Hiring new customer service executives based on team requirements, standards and corporate direction Create a monthly duty roster for the customer services team. Conduct monthly, quarterly, and yearly performance and evaluations reviews Communication and Collaboration Foster a collaborative work environment by promoting open communication and teamwork. Liaise with other departments to ensure alignment on customer service objectives and initiatives. Communicate customer feedback and insights to relevant stakeholders to drive continuous improvement. Create and deliver presentations, contribute to discussions and provide feedback and input on organizational initiatives in management meetings. Build a strong relationship with our product team to give a seamless and positive experience to our customer when ordering with us Reporting and Analysis Participate in monthly country calibration sessions Prepare and analyze reports on customer service metrics, such as response times, satisfaction scores, and resolution rates. Use data-driven insights to identify areas for improvement and implement actionable solutions. Provide regular updates to senior management on departmental performance and initiatives. Other tasks assigned by the line manager.