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Niveau avancé/professionnel en anglais, tant à l’écrit qu’à l’oral.
Description du rôle :
Le superviseur, Service à la clientèle joue un rôle clé dans le maintien des plus hauts niveaux de satisfaction de la clientèle et dans l’obtention de la confiance de nos clients et de nos partenaires du secteur de la santé. Ce rôle implique la supervision et la coordination des opérations quotidiennes du service à la clientèle, veillant à l’efficacité et aux interactions éthiques à chaque étape. Le superviseur, Service à la clientèle sera responsable des données de base de la clientèle et des processus, supervisera le traitement des notes de crédit et de débit et agira à titre de responsable d’équipe et de mentor pour les représentants et les analystes du service à la clientèle. La personne choisie gérera également les relations avec les fournisseurs, collaborera avec les prestataires de services logistiques (3PL) aux examens commerciaux et aux améliorations de la clientèle, et prendra en charge les plateformes de commande de produits, la téléphonie et les systèmes de gestion des relations avec la clientèle. Le poste exige une approche proactive pour examiner les opérations de comptes clients et transmettre les problèmes à un niveau supérieur, au besoin. Le superviseur, Service à la clientèle sera chargé de veiller à la collaboration interfonctionnelle avec les intervenants internes et l’exécution subséquente des tactiques par l’équipe du service à la clientèle.
Principales responsabilités
Exigences :
Emplacement : Montréal
Role Description:
The Customer Service Supervisor is a key player in maintaining the highest levels of customer satisfaction and earning the trust of our customers and healthcare partners. This role involves the supervision and coordination of daily customer service operations, ensuring efficiency and ethical interactions at every step. The Customer Service Supervisor will own the Customer Master Data and process, oversee credit/debit note processing, and serve as a team lead and mentor for customer service representatives and analysts. This individual will also manage vendor relationships, collaborate with the 3PL on business reviews and customer improvements, and take ownership of product ordering platforms, telephony and CRM systems. The role demands a proactive approach to reviewing AR operations and escalating issues as necessary. The CS Supervisor will be responsible for ensuring cross functional collaboration with internal stakeholders and the subsequent execution of tactics by the Customer Service Team.
Primary Responsibilities:
Qualifications Required:
Location: Montreal
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Why GSK?
Uniting science, technology and talent to get ahead of disease together.
GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).
Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.
GSK is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals to apply to our career opportunities. GSK is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please contact us at canada-recruitment@gsk.com. Please do not send resumes to this e-mail and instead apply through the online application process of this posting.
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