Senior Customer Experience Specialist

hace 2 meses


Xico, México Novartis A tiempo completo
About the Role

We are seeking an experienced Senior Customer Experience Specialist to join our team in Ciudad de México. In this role, you will be responsible for delivering exceptional customer service and support to our customers.

Key Responsibilities:

  • Support sales representatives and channel partners in processing orders and returns.
  • Provide metrics and reports to the Sales team.
  • Engage with Healthcare Professionals (HCPs) for expense payout.
  • Receive and issue calls to provide personalized follow-up and customer resolution.
  • Advise and inform on the company's value proposition, products, commercial conditions, and added value.
  • Track orders and resolve customer doubts about products, prices, delivery, availability, and features.
  • Record and analyze information to enhance customer knowledge and experience.
  • Collaborate with Customer Care Manager and Process Assurance Lead to develop business and marketing strategies.

Requirements:

  • 2+ years of experience in tenders, with high knowledge of operational processes in Direct and Traditional sales models.
  • Business mindset, operational excellence, excellent communication skills, and ability to interact with various areas.

What We Offer:

  • Competitive salary: $120,000 - $150,000 per year.
  • Annual bonus.
  • Life insurance.
  • Home office policy (2 days a week).
  • Retirement and wellbeing plans.
  • Flexible working arrangements.
  • Birthday day-off.
  • Parental leave.
  • Subsidized dining facilities.
  • Health insurance.
  • Employee recognition platform.
  • Gympass.
  • Employee resource groups.
  • Virtual self-development tools.

Company Overview:

Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.



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