직무 상세

• Job Purpose
• - Serve as the primary point of contact for day-to-day customer service activities, ensuring timely and professional support for customers.
• - Coordinate customer inquiries, customer service vendors, and complaint
• handling activities while supporting compliance with applicable regulatory

자격 요건

• and the Company's Quality Management System (QMS).
• - Collaborate with cross-functional teams to improve customer satisfaction,
• complaint resolution, and post-market quality processes.

주요 업무

• & Responsibilities
• Customer Service Operations
• - Manage day-to-day customer service activities, including product inquiries,
• customer support, issue resolution, and follow-up.
• - Coordinate activities with third-party customer service vendors, including ARS and outsourced call center providers.
• - Maintain customer service procedures and monitor vendor service level
• agreements (SLAs).
• - Ensure customer inquiries are handled accurately, professionally, and within established response timelines.
• - Maintain complete and accurate records of customer communications and service activities.
• - Track customer service performance metrics and prepare periodic reports for management.
• - Identify opportunities to improve customer service processes and overall
• customer experience
• Complaint Handling & Customer Quality
• - Receive, review, document, and process customer complaints in accordance with Company procedures and applicable regulatory requirements.
• - Evaluate customer feedback to determine whether it meets the definition of a product complaint.
• - Coordinate complaint investigations with Quality Assurance, Regulatory Affairs, Manufacturing, Engineering, R&D, and other cross-functional teams.
• - Maintain complete and accurate complaint records and ensure timely processing and closure.
• - Escalate complaints requiring further Quality review, including CAPA, Risk
• Management, or MDR evaluation, as appropriate.
• - Support complaint trend analysis to identify recurring quality issues and
• opportunities for improvement.
• - Maintain complaint files and related documentation in accordance with document control procedures.
• Vendor Management
• - Manage day-to-day communication with outsourced customer service vendors and call center providers.
• - Monitor vendor performance using established KPIs and service level