Deputy Manager of Customer Service

A. Customer Service Management
*Operations Management:
- Develop delivery plans and schedules for hospitals and partners.
- Assign tasks and supervise delivery staff.
- Ensure the collection of soiled linen and delivery of clean linen strictly adhere to procedures and schedules.
*Process Control:
- Supervise the counting, sorting, and processing of laundry items at delivery points.
- Monitor and resolve issues promptly, including shortages, missing items, or damage.
- Inspect packaging quality, transport conditions, and linen status prior to delivery.
*Staff and Asset Management:
- Manage transport carts, vehicles, and supporting tools at hospital sites.
- Train and onboard new employees on delivery protocols.
- Propose additional manpower and working supplies as needed.
B. Delivery Management
* Feedback & Query Resolution:
- Receive feedback and inquiries from hospitals/partners regarding laundry service quality.
- Analyze root causes and collaborate with relevant departments to provide solutions.
- Report and propose process improvements to enhance customer satisfaction.
- Manage contracts and agreed service level terms:
- Monitor the execution progress of service contract terms.
- Ensure the quality and volume of services provided meet commitments.
- Coordinate with departments to accommodate ad-hoc requests from hospitals.
* Build and maintain customer relationships:
- Maintain good relationships with linen store managers and relevant hospital departments.
- Conduct regular and ad-hoc meetings to discuss service quality.
- Collect and analyze customer feedback to drive service improvements.
- Internal management and reporting:
- Prepare periodic reports on customer service operations and propose improvement solutions.
- Coordinate with delivery, production departments, and the board of directors to resolve arising issues.
- Organize training and guidance for customer service staff on communication and conflict resolution skills.