Associate Manager - Customer Support - Module Quality

About the role

The job purpose of a Cluster Manager - CS is to manage and enhance customer service quality by overseeing customer complaint handling, satisfaction surveys, and compliance with CAPA. The role also involves developing team members, utilizing digital tools for customer feedback, and ensuring accurate documentation and reporting.

What you'll do

• Develop and maintain quality control documentation and procedures related to customer service
• Conduct internal audits to ensure compliance with customer service standards and identify areas for improvement
• Oversee the implementation and monitoring of Corrective and Preventive Actions (CAPA) to address customer complaints effectively
• Use customer satisfaction surveys to capture and analyze customer feedback and identify areas for improvement
• Train and develop team members on customer service protocols, complaint handling, and best practices

What you need

• Customer service
• Complaint handling
• Internal audit
• Sales