Customer Service Senior Specialist

Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better.

Our comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our 170-year history. We have a significant global research, development, manufacturing and commercial footprint of approximately 13,000 employees  and a presence in approximately 100 countries , extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health in the future. 

The Customer Technical Service is responsible for delivering excellent service directly to customers, ensuring efficient service operations and enhancing overall effectiveness of the service team to improve customer satisfaction and support business growth.

Ÿ   Develop and optimize direct interaction and communication systems with customers, act as a key player in customer service, proactively communicate with customers to understand their needs, capture feedback, and identify areas for improvement, ensure timely and effective resolution of customer issues and complaints, monitor customer satisfaction metrics, and drive continuous improvement initiatives to support business growth.

Ÿ   Responsible for the full life cycle management of service contracts from initiation to renewal or termination. Tracking and analyzing the effectiveness and performance of IW/OOW/service contracts. Carry out detailed revenue analysis of service contracts to identify growth trends and opportunities. Provide actionable and recommendations through data analysis to drive service business growth.

Ÿ   Implement and improve end-to-end customer service processes, aligning with business objectives and customer needs. Collaborate with service teams to ensure processes are executed seamlessly and aligned with customer expectations and B&L requirements. Drive continuous improvement initiatives to resolve bottlenecks or inefficiencies in service processes to ensure the consistently high-quality customer experience.

Ÿ   Develop data-driven dashboards and reports to monitor the productivity of the B&L and dealer service teams. Analyses key metrics, identifies areas of improvement, formulates actionable action plans, and tracks the progress to ensure service excellence is achieved.

Ÿ   Support the service team in all back-office operations.

Ÿ   Performs other duties assigned as needed.

Ÿ   Bachelor's degree or above

Ÿ   5+ years’ experience in the Medical Device

Ÿ   Customer Service operations background is preferred.

Ÿ   Proficient in MS Office and data analysis tools

Ÿ   Excellent communication and coordination skills

Ÿ   Good at English writing and speaking.

Ÿ   Problem-solving and analytical capabilities

Ÿ   Customer Service oriented mindset.

This position may be available in the following location(s):  Shanghai 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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