PCH China Contact Center and Operations Manager is responsible for managing consumer and product inquiry escalations, and ensuring timely and compliant responses to the APAC Regional Contact Center.This role is responsible for ensure market information is shared with the contact center, such as new product launch information, authorized retailers, product discontinuations, etc.
Actively participates with the PCH Contact, Content and Analysis team, and utilizes team resources, dashboards and analysis to provide metrics to the China team.
This role supports the PCH CSS Leads to ensure that Customer Engagement Programs (CEP’s), Social Listening Programs and other customer-facing activities executed in the China market are managed in according to Pfizer SOP’s.
This role supports the PCH Audit and Oversight team to assist with audit preparation, business process Quality Reviews and other oversight activities.
Other operational support activities may be added as additional global business processes are updated and have market impact.
ROLE RESPONSIBILITIES
This role will establish and maintain relationships with PCH China Commercial, Medical, Product Quality and Regulatory stakeholders in ensuring the prompt and accurate responses to escalated inquiries, gather relevant product information for front-line FAQ and reference documents, including new product launches, product availability issues, etc.
Ensures that the contact center frontline personnel have the necessary training and resources to appropriately meet customer needs and expectations.
Prepares for, and assists the Audit and Oversight team during internal audits and/or external inspections, Quality Review execution and other oversight activities.
Executes call quality monitoring activities to ensure China calls are supported according to PCH standards.
Actively participates and interacts with commercial, regulatory, product quality, medical and other cross-functional colleagues to ensure sharing of insights and data
Supports China CEP program owners to ensure data is accurate in the CEP inventory, vendors are managed by program owners and addresses any issues raised by program owners or other stakeholders.
Develops China product and market related training and facilitates training for contact center front line.
BASIC QUALIFICATIONS
BS/BA college degree. MBA or advanced degree a plus.
Minimum of 2-5 years of industry-related experience in customer service, project management or other cross-functional operational activity.
Excellent English proficiency
Mandarin proficiency, Cantonese a plus.
PREFERRED QUALIFICATIONS
Demonstrates effective relationship management, collaboration and customer orientation.
Demonstrates ability to resolve conflicts and handle issue escalations in a collaborative and productive manner.
Exhibits strong oral and written communication skills.
Able to work in a fast-paced environment with competing priorities
Effectively deals with ambiguity and adapts quickly to change.
Proficiency with computer and software applications (i.e., Microsoft Office)
