Customer Medical Support Specialists with fluency in either German, French and Finnish.
12 month fixed term contracts. Galway based.
Responsibilities:
1. Receive inbound Customer calls and email communications and address in a professional and friendly manner.
2. Provide first level support in troubleshooting customer complaints across the designated product range by analysing customer problems and asking the appropriate questions to resolve.
3. Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records.
4. Communication of complaint investigation conclusions to customers through written reports and phone conversations.
5. Review, prioritise and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.
6. Resolve and address any complaints or inquiries within the targets described within the key performance indicators for individuals, the team and the company.
7. To continually evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
Requirements:
8. Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline.
9. The individual will have a minimum of 1-year experience working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.
10. Demonstrates the application of problem-solving methodologies, detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues
11. Demonstrates an understanding of the requirements of Technical writing.
12. Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook
13. Fluency in German, French or Finnish, must be fluent in English.
14. Strong written and verbal communication skills