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<<Job Summary>>
POSITION SUMMARY
The LibreView Specialist will focus on resolving technical issues and potentially reportable events encountered by users [i.e. Healthcare Professionals (HCP) and Consumers] of the LibreView cloud-based application during initial installation and on-going use when they call the respective countries’ toll-free number for support.
This role will be based in Kuala Lumpur, Malaysia.
<<Essential Responsibilities and Duties>>
Responsible for the success of cloud-based software installation-cum-training from beginning to end and drive continuous engagement with HCPs as well as Consumers.
To answer any questions and/or resolve any technical issues encountered and reported by LibreView (LV) users. If available solutions to known issues do not resolve the reported issue or in the event that the LVS encounters a previously unknown issue; the issue will be escalated to the designated escalation team for resolution. Refer to escalation matrix for more information.
LibreView calls will be handled by either existing Customer Experience Professionals in Convergys or the LibreView Specialist Team or triaged to the appropriate call handler; i.e. Sales Inquiries, Company Inquiries, non-technical support related call types. All customer communication during call handling should be consistent with product training provided by ADC.
Act as a liaison point of contact for: HCPs and/or Consumers and/or Sales and/or Customer Experience Professionals and/or Logistics Service Providers and/or Marketing/CRM Teams, etc.
Ability to handle different channels of interactions; i.e. inbound/outbound calls, emails, chat, contact us form, OneStep, instant messaging apps, social media, laptop/desktop/mobile device/tablet device/browser/operation system/server trouble-shooting, etc.
Adherence to internal/external escalation matrix.
Manual offer or automation of Customer Satisfaction Survey and/or Net Promoter Score.
Responsible for Customer Experience-related KPIs as well as LVS-related KPIs.
Ability to generate reports and provide data analysis.
Evaluate team’s capacity and LibreView installation pipeline to assign new accounts to respective team member/s as well as hire and train new team member (longer term plan).
Ability to drive faster installation time, high adoption usage and ensuring high customer satisfaction in using the product.
Handle customer escalation across the implementation portfolio and work closely with internal parties to mitigate risk and resolve disputes.
Define and submit change requests (if any) for review and approval by ADC Area Office.
Provide excellent customer service to both internal and external parties through effective communication, implementation, and follow-up regarding projects and scheduled service programs.
Provide information on market intelligence and competitor trends to Area Marketing & Commercial Teams.
<<REQUIRED SKILLS>>
Good knowledge of IT application, web browsers (e.g. IE, Chrome, Mozilla Firefox, Netscape, Opera, Safari), SaaS (e.g. Amazon Web Services), firewall, Operating System Platforms (e.g. MS Windows, Mac OS, Unix, Solaris, Windows XP, Open BSD, Java, etc.) basic computer programming language, mobile Apps, basic network architecture, instant messaging (e.g. WhatsApp, WeChat, LINE), etc.
Effective presentation, oral and written communications skills. Language: English / Mandarin & Japanese will be advantageous.
Ability to understand and effectively communicate technical integration terms and processes into layman language. Demonstrate ability to be calm and poised under pressure. Excellent problem solving skills. Excellent project management skills.
Strong time management, teamwork, and organizational skills.
Ability to work independently with minimal supervision.
Pleasant disposition and enjoy talking to customers (especially from the healthcare industry).
Being punctual for customer’s appointment.
Travelling may be required.
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