What are the responsibilities and job description for the Customer Service Manager position at BeiGene?
We are seeking a motivated and strategic Customer Service Manager to join our growing remote team. This role is ideal for a dynamic professional who excels at building high-performing teams, improving service operations, and ensuring every customer interaction reflects our company’s core values. If you are passionate about leading people, optimizing processes, and creating exceptional customer experiences, this opportunity is for you.
Position Overview:
As a Remote Customer Service Manager at BeiGene, you will oversee daily operations of the customer service department while leading and motivating a distributed team. Your role will focus on managing performance, implementing service strategies, and driving process improvements to achieve key performance metrics.
You will work closely with cross-functional teams—including sales, operations, and product development—to ensure that customer feedback is effectively integrated into the company’s service and product strategies. This position requires strong leadership, communication, and analytical skills, as well as a customer-first mindset.
Key Responsibilities:
- Lead and manage a remote team of customer service representatives, ensuring service excellence across all touchpoints.
- Develop, implement, and monitor service policies, standards, and best practices to enhance the customer experience.
- Analyze service metrics, track performance trends, and prepare reports to support decision-making and continuous improvement.
- Manage escalated customer concerns with empathy and efficiency, ensuring prompt resolution and satisfaction.
- Collaborate with internal teams to ensure smooth communication and seamless issue resolution.
- Conduct regular coaching sessions and performance reviews to support employee growth and engagement.
- Identify training needs and design professional development initiatives for the customer service team.
- Recommend technology tools and workflow enhancements to improve response times and efficiency.
- Foster a positive, inclusive, and customer-focused culture across the remote team.
- Stay current on industry trends, customer behavior, and emerging best practices in customer service management.
Qualifications & Skills:
- Proven experience as a Customer Service Manager, Team Lead, or similar leadership role (3 years preferred).
- Strong understanding of customer service principles, tools, and best practices.
- Excellent communication and interpersonal skills, with the ability to lead, coach, and inspire remote teams.
- Demonstrated ability to analyze performance data and implement improvement strategies.
- Proficiency with CRM and customer support software (e.g., Zendesk, HubSpot, Salesforce, Freshdesk).
- Strong organizational and multitasking abilities with attention to detail.
- Empathetic, solutions-oriented mindset with a focus on customer satisfaction and loyalty.
- Bachelor’s degree in Business Administration, Communications, or a related field preferred.
Preferred Qualifications:
- Experience managing customer service operations in a remote or global environment.
- Background in process optimization, team training, or digital support strategies.
- Familiarity with automation tools and customer feedback systems.
Why Join Company Name:
- 100% remote flexibility — work from anywhere.
- Collaborative and supportive company culture built on trust and accountability.
- Competitive compensation and comprehensive benefits package.
- Opportunities for leadership growth, learning, and career advancement.
- Make a meaningful impact by shaping the way we serve and connect with our customers worldwide.
