Senior Supervisor Customer Quality/Customer Relations Vision - Chiyoda

Job summary

We believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal.

Responsibilities

• Manage quality and complaint information (complaints) in accordance with internal procedures.
• Collaborate with the safety management department to collect medical complaint information quickly and properly.
• Ensure smooth and proper customer response in complaint handling.
• Maintain and manage quality management system regulations and procedures.
• Manage complaint products (complaint products) and complaint handling processes in CREL.
• Participate in internal and external audits as a SME for related areas and implement improvement plans for pointed out issues.
• Collaborate with Global CR to operate, maintain, and manage databases and systems properly.
• Manage KPIs for customer service quality and lead improvement efforts.
• Maintain good relationships with outsourcing companies and manage outsourcing employees properly.
• Collaborate with other departments (especially the customer service department) to provide proper answers and services to product inquiries through CR.
• Participate in setting quality targets (QRC department targets) and work together with QRC and other departments to achieve the set quality targets.
• Set and guide personnel development goals for subordinates and evaluate goal achievement to support smooth business operations and goal achievement.

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