Customer Experience Specialist

Ismailia, Egypt

Job Description

Company Info

Teva is a global pharmaceutical leader and the world's largest generic medicines producer, committed to improving health and increasing access to quality health solutions worldwide. Our employees are at the core of our success, with colleagues in over 80 countries delivering the world's largest medicine cabinet to 200 million people every day. We offer a uniquely diverse portfolio of products and solutions for patients and we've built a promising pipeline centered around our core therapeutic areas. We are continually developing patient-centric solutions and significantly growing both our generic and specialty medicines business through investment in research and development, marketing, business development and innovation. This is how we improve health and enable people to live better, healthier lives. Join us on our journey of growth!

The CX Specialist supports the work of the Cx department. The CxC is the contact point for clients to request different services. The CXS facilitates the use of CRM software to improve the efforts of customer experience. The job is to maximize the efficiency of the CRM and the usage of the software to improve customer care and service. The goal is the increase of the customer satisfaction rates and customer loyalty.
Specific Responsibilities:
  • Spotting ways to improve usage of the CRM
  • Managing reports and dashboards for the department
  • Customizing and pulling reports from the CRM
  • Super user in CRM and trainer for new employees and support in providing first level support for the commercial team
  • Close work with IT to secure the maintenance and recommendations on steps necessary for improvement of the CRM
  • Filter out and response to customers on service requests under ownership to ensure qualitative service provided to the customers
  • Close follow-up on pending service requests, in order to get a complete and accurate answer
  • Preparation and organization of review meetings with customers, including analysis of sales, budget and forecasts.
  • Streamlining and following all processes in order to obtain an optimal support/service
  • Building trustworthy relationships with customers, considering the various cultural backgrounds
  • Analyse customer feedback and develop programs effective for improved customer experience

Qualifications

  • Bachelor’s degree in Business, Sciences or Engineering. Prior experience in the field of customer service or marketing is an advantage
  • Fluency in the English language
  • MS office skills (e.g., excel and power point)
  • Experience in the pharmaceutical industry is an advantage
  • Customer and service focused
  • Good problem-solving abilities and good interpersonal and communication skills
  • Good analytical, planning skills and flexibility to adapt to changes with attention to detail
  • Organizational skills and ability to manage complex problems/tasks
  • Strong writing and speaking skills to communicate with customers and internal partners

Function

Sales Support

Sub Function

Customer Service Support

Already Working @TEVA?

If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply: Internal Career Site The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

Teva’s Equal Employment Opportunity Commitment

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws.

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Job Detail

  • Job Id
    JD957201
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Ismailia, Egypt
  • Education
    Not mentioned