Vice President, Customer Care- North America
Syneron is a leading and rapidly growing medical laser company involved in the design, development, and marketing of aesthetic medical devices to physicians and other practitioners worldwide. The company’s products are used for hair removal, wrinkle reduction, skin rejuvenation, and cellulite reduction.
We are currently searching for a “VICE PRESIDENT, CUSTOMER CARE” for our Head office in Irvine California.
This is a great opportunity for a high-achiever with enthusiasm, drive, and the desire to be part of a great team!
Reports to: President, North America.
The Job
•Lead the Customer Care Centre responsible for handling incoming calls related to post sale activities including customer, technical, delivery, and training.
•Acts as the customer advocate, drive best practices in service delivery and improve customer value through ongoing managing while maintaining the focus on customers.
•Working with other departments, enhance Syneron’s reputation in the marketplace by evolving service delivery methods, adding new functionality and improve upon existing processes to better meet customer needs.
•Establish, maintain and deliver on voice of the customer targets in order to achieve a high level of customer satisfaction. This includes the development of strategies to collect, disseminate and respond to customer feedback, to ensure Syneron is effectively responding to customer demands.
•Ensure all Customer Complaints are effectively handled through the established Escalation Process. Collaborate with other user departments if changes are required.
•Through analysis of telephone data, create a work schedule that meets the established service level agreements.
•Refine metrics within the customer care center dashboard.
•Enhance and maintain reporting systems to monitor caller activity and case activity.
•Provide regular reporting charts to senior management.
•Select and provide ongoing coaching to direct reports (including conducting performance appraisals, discipline/work plans when required)
•Refine and maintain data integrity standards within Salesforce.com
•Working with Director of Clinical Training, responsible for internal and external management of clinical training
•Responsible for delivering all training including external customers, internal employees and consultants, as required, including New Hires, and sales reps, across NA
•Manage staff of clinical managers, and their direct reporting, the clinical consultants/ trainers, including staffing, performance, training, etc
•Foster a team environment with a spirit of continuous improvements.
•Any other duties or projects as assigned
The Requirements
•5 to 7 years Operations or Service Center /Help Desk experience within a call centre environment.
•Adult Education/Training experience an asset.
•Strategic vision/planning/implementation skills are required
•Superior critical/analytical thinking and exceptional problem solving skills
•Sound judgment and handling of difficult or complex situations
•Degree in Business, Commerce or related discipline.
•Solid knowledge of metrics, analysis and CRM databases
•Superior communication skills, both verbal and written
•Computer literate, specially Outlook Office and customer tracking software such as Sales Force/CRM
•Outstanding customer / public relations skills
•Ability to multi-task and manage time and deadlines, professionally
•Coach and mentor team members while managing daily operations
•Confident, team oriented and proactive.
The Working Conditions
Hours of work: 9:00 – 5:00 EST at our Irvine Office.
Travel expected throughout North America.
Interested applicants should submit their cover letter and resume to hr@syneron.com no later than March 31, 2008. Please indicate job title in your cover letter.
For more information on our company, please visit our website at www.syneron.com
Syneron is committed to the fundamental principles of equal employment opportunity.
