The Correspondence and Research Manager is responsible for the oversight and management of borrower - initiated written requests, borrower statements / letters, complaints, credit bureau reporting, credit disputes and research.
You will be responsible for maximizing the experience and minimizing the effort for both customers and Care agents by leading the team that manages our multilingual knowledge base, support website and internal knowledge base.
The role is largely customer facing and so it is important that all applicants are able to resolve issues in a calm manner, organise and prioritise their workload as well as being able to communicate effectively at all levels.
The Manager, Customer Care is responsible for providing effective leadership in Customer Care through a commitment to offering accurate information and assistance in a courteous, convenient, compassionate, and timely manner that meets and exceeds industry standards.
The Manager, MCCO will be responsible for the pharmacy operations with respect to data validation and reporting, market access/reimbursement, trends in the healthcare environment, pricing strategy in partnership with others in the company, and vendor management.
The primary functions are developing and implementing strategies that align with the organization vision to enhance the Customer Experience while adding operational efficiencies and achieving performance results at the contact center locations.
Providing an efficient and effective after-sales/maintenance service in the region by rectifying defects and ensuring Customer Care Supervisors carry out maintenance works as required and maintaining an effective working relationship with all customers.