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Oxford Nanopore Technologies
We are looking for a highly motivated individual to join as Associate Director of Customer Services. The aim of the role will be to lead the customer services teams in Asia Pacific and deliver excellent customer service.
We are looking for a highly motivated individual to join the Customer Solutions business unit as Associate Director of Customer Services. To be successful in this role, you'll have passion and a commitment to delivering excellence to ensure the Company fulfils its objectives and promises to its customers. You'll be required to manage and maintain a high quality and high-level of non-technical customer service.
This role would suit an individual looking for a challenging senior managerial position in an innovative environment, with the opportunity to work with the customer service teams in a global setting.
Based at our Singapore office, the post will require international travel around three to four per year.
The Details...
The main aim of the role will be to lead the customer services team in Asia Pacific and deliver excellent customer service, through understanding and satisfying the requirements of the customer and key company stakeholders.
This role will be responsible for effectively managing the APAC customer service team and their continuous improvement to ensure a high standard of customer service is maintained at all times.
The Associate Director of Customer Services will drive and implement changes required to improve the effectiveness of the customer services procedures and processes and enable effective communications to customers. In addition, the role will involve monitoring customer feedback and managing and escalating the resolution of customer issues, complaints and general non-technical enquiries. The successful candidate will ensure prompt processing of customer cases by the team to meet the company’s delivery objectives and customer promises.
This role will involve the development of team KPI’s, monitoring of performance and taking action to achieve targets. It will also include working with wider teams to produce statistics or other data to determine the level of customer service Oxford Nanopore is providing and the production of management reports. We also want someone who can write and maintain current standard operating procedures for the department and implement staff training to ensure effective compliance.
What We're Looking For...
We'll expect you to have previous relevant commercial and international experience and be well versed in using CRM and ERP systems, ideally Salesforce and Microsoft AX. You'll also have an excellent understanding of Microsoft Office and e-commerce systems. You'll be familiar with a fast-moving and technically complex product range, and able to respond to difficult and pressured situations in a calm and organised manner.
You'll need to demonstrate strong customer focus, commercial awareness, excellent organisational and people management skills as well as a flexible and adaptable approach to problem-solving. You're also a creative thinker with outstanding communication skills, through a variety of media, to effectively influence and engage with the customer and key stakeholders. We'll also expect you to be educated to degree level and able to demonstrate a good standard of general education.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.
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Oxford Nanopore’s goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology enabling the real-time, high-performance, accessible and scalable analysis of DNA and RNA. The technology is used in more than 100 countries to understand the biology of humans and diseases, plants, animals, bacteria, viruses and whole environments.
Oxford Nanopore was founded in 2005 as a spin-out from the University of Oxford and now employs over 1000 employees around the world.
