Call Center Manager

Are you passionate about delivering exceptional customer service? Do you have experience managing call center operations? If so, you are the Call Center Manager we are looking for to join our team at Novo Nordisk Japan! Read more and apply today for a life-changing career.

About the department
Novo Nordisk is a global healthcare company with more than 100 years of innovation and supervision in diabetes care. This heritage has given us experience and capabilities that also enable us to help people defeat obesity, haemophilia, growth disorders and other serious chronic diseases.
Our organization has been globally recognized as the Best Place to Work, topping the ranks for two consecutive years in 2022 and 2023. It is an exciting time to join Novo Nordisk and be part of a dynamic company in an even more dynamic industry, helping us achieve our aspirations to establish a global presence.

The position
As the Call Center Manager, you will support all customers who needs information/support with regards to Novo Nordisk Products. You need to oversee daily operations of the call center, ensuring efficient handling of customer inquiry and escalation as needed. You will generate and analyze performance reports, identifying trends, areas for improvement, and best practices to drive strategic decision-making and enhance customer satisfaction. Also, You will manage staffing, scheduling, and resource allocation to meet service level and optimize operational efficiency. In addition, you need to foster open communication and collaboration within the team and across departments to improve overall service delivery and ensure compliance with relevant regulations.
Key responsibility tasks include, but are not limited to:

• Establish customer service strategy and focus on providing user-friendly customer service and channel management, including e.g. the introduction of new digital technologies and FAQ site on Web.
• Share valuable insights from customers with internal stakeholders and make proposals that can be used for business. Maintain existing materials delivered to customers to promote proper use of products.
• Manage daily operations of NovoCare call center including handing customer calls, replying web form and maintaining Chatbot. Handle escalated and complex customer complaints and improve customer service experience, create engaged customers, and facilitate proper use of Novo Nordisk’s products. Also collect customer ideas/voices and share them with relevant internal stakeholders.
• Ensure accurate response at external customer call center and share FAQs with external customer call center in timely manner. Checking quality of the responses of external customer call center and if needed, giving feedback to improve.
• Develop and implement procedures for handling of safety information and customer complaints and handling safety information and customer complaints adequately in timely manner in order to comply with local regulation and contribute to prevent health damage or customer complaint, by promoting proper use of the products.

Qualification

• Minimum bachelor’s degree (in science or related field is preferred).
• Minimum 5 years of experience in pharmaceutical industry and have experience in communicating with customers and with handling customer complaints and safety information, e.g. as a MR, MSL, a pharmacist, a call center agent or marketer. 
• Team/people management experience is preferred.
• Knowledge on regulatory requirements related to drug products and medical devices in Japan (handling safety information and product information etc.)
• Good level of written and spoken English, native Japanese is required.

Working at Novo Nordisk
At Novo Nordisk, we don’t wait for change. We drive it. We’re a dynamic company in an even more dynamic industry, and we know that what got us to where we are today is not necessarily what will make us successful in the future. We embrace the spirit of experimentation, striving for excellence without fixating on perfection. We never shy away from opportunities to develop, we seize them. From research and development, through to manufacturing, marketing and sales – we’re all working to move the needle on patient care.

 
Contact
Kindly upload your CV to our online career page (click on Apply and follow the instructions).

 
Deadline
Until the completion of recruitment.
Applications will be screened on an ongoing basis, so you are encouraged to apply as soon as possible.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
 
At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.
 
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