Head of Customer Service

Job Description:

Our client is a pioneering Medical Technology (MedTech) company dedicated to transforming healthcare through innovative medical technologies, digital health solutions, and patient-centered care. They are now seeking a Head of Customer Service to lead and optimize their customer service operations, ensuring an exceptional experience for healthcare professionals, institutions, and patients. The Head of Customer Service will oversee all customer support functions, driving service excellence, process improvements, and customer satisfaction. This role requires a strategic leader with experience in managing customer service teams, implementing service technologies, and enhancing customer experiences within the MedTech, healthcare, or medical devices sector.

Key Responsibilities:

• Develop and implement a customer service strategy aligned with the company’s business objectives.
• Lead and mentor a team of customer service representatives, ensuring high performance and engagement.
• Establish and track KPIs to measure service quality, response times, and customer satisfaction.
• Optimize customer service processes, including inquiries, troubleshooting, and technical support.
• Implement CRM systems, chatbots, and automation tools to enhance efficiency.
• Develop and enforce policies for handling customer escalations and complaints.
• Act as a key point of contact for major clients, hospitals, and healthcare providers.
• Gather customer feedback to drive continuous product and service improvements.
• Collaborate with sales, product, and technical teams to address customer needs effectively.
• Ensure customer interactions comply with MedTech industry regulations (e.g., FDA, MDR, HIPAA).
• Develop training programs for customer service teams on product knowledge and patient engagement.

Requirements:

• Bachelor’s degree in Business, Healthcare Management, or a related field.
• At least 8+ years of customer service experience, with at least 3 years in a leadership role.
• Experience in MedTech, medical devices, healthcare, or pharmaceuticals preferred.
• Strong knowledge of customer service technologies, CRM systems, and call center operations.
• Excellent communication, problem-solving, and stakeholder management skills.
• Ability to analyze data and implement strategies for improving service performance.
• Understanding of regulatory requirements in the healthcare sector.

EA Licence No: 23S1615