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MEHRA EYETECH PRIVATE LIMITED · 1 day ago

Customer Experience Coordinator

Oakland, NJ

Full-time

Hybrid

Entry, Mid Level

$29/hr - $29/hr

2+ years exp

Topcon Healthcare is a company dedicated to solving societal challenges through healthcare innovations. The Customer Experience Coordinator is responsible for ensuring a positive customer journey by collecting feedback, monitoring customer satisfaction, and coordinating issue resolution across various departments.

Health CareMedicalMedical Device

Responsibilities

Contact customers after installation, training, repair, or any field service activity to gather feedback

Document all customer interactions, feedback, and follow-up actions in Salesforce/ServiceMax

Ensure every service-related communication is logged, accurate, and up to date

Monitor all customer surveys, with a strong focus on Net Promoter Score (NPS) results

Identify detractors and customers expressing dissatisfaction or concerns

Contact dissatisfied customers to understand issues, restore trust, and initiate corrective action

Coordinate with field service, technical support, engineering, logistics, and other departments to resolve customer issues

Manage each case from start to closure, ensuring timely updates and clear communication to customers

Verify customer satisfaction before closing any case

Support the scheduling team by assisting with the coordination and scheduling of installations, training sessions, and field service requests as needed

Help ensure service appointments are scheduled accurately and efficiently to meet customer expectations and operational requirements

Communicate scheduling updates or changes clearly to customers and internal teams

Document scheduling-related activities and updates in Salesforce/ServiceMax

Analyze trends in customer feedback, surveys, and complaints to identify recurring issues or process inefficiencies

Prepare summary reports and insights highlighting root causes, trends, and recommended improvements

Share reports with responsible departments and follow up on corrective actions

Promptly escalate critical or high-impact customer issues to higher management

Ensure escalations are well-documented and monitored through resolution

Work closely with field service engineers, service managers, quality teams, and other internal departments

Support continuous improvement projects by sharing insights and contributing customer-driven recommendations

Qualification

SalesforceServiceMaxCustomer service experienceNPS managementData analysisCommunication skillsInterpersonal skillsProblem-solvingTime managementCross-functional teamwork