Beschrijving
What will your responsibilities be within bioMérieux?
The Customer Support Agent serves as a key customer service representative and is the initial point of contact for any incoming internal/external customer support requests to ensure high level of customer experience and satisfaction. In addition, the Customer support agent is in charge to communicate to internal /external customers about customer service related product changes or quality issues (Field Actions).
Main accountabilities:
- Answer internal/external customer inquiries
- Ensure proper internal/external feedback
- Lead the troubleshooting analysis, diagnose and bring a solution to the customer or escalate to technical in-house or field expert
- Prepare service work orders for field corrective interventions and update installed base with relevant information
- Report all events in customer relationship management system to guaranty traceability according to company standards and regulation
- Responsible for shipments/ collections/ redelivery of loaner equipment from/ to customer sites and from / to production sites, as well as responsible for the overall local stock of loaners
- Communicate to internal /external customers about customer service related product changes (product recall, update/upgrade of software versions of equipment, update of user manuals or instruction of use). This includes:
- Interpret the required actions in collaboration with the marketing and customer service teams
- Define the impacted customer trace list targeted by the Field Action to estimate whether associated customer letters need translation to the local language and send customer letters consequently
- Administratively manage and trace the different operations
- Interact with internal departments (customer service teams, sales, marketing, supply chain, installed base and quality assurance) to achieve end-to-end execution
- Perform other administrative and customer support related tasks as required by management
Who are you?
- Medical secretary diploma or similar studies
- Customer care experience in healthcare sector is an asset
- Interest in (biomedical) sciences
- Fluent in English, French and Dutch with strong verbal and written communication skills
- Strong customer and solution oriented skills
- Active listening, empathic, assertive
- Confident, thorough and attention to detail
- Organized, rigorous and autonomous and able to make decision
- Ability to analyse & manage critical inquiries and stressful situations
- At ease in digital environment (MS Office knowledge is key, Salesforce knowledge is preferred)
Extra informatie
- Status
- Inactief
- Opleidingsniveaus
- Master
- Plaats
- Brussel
- Werkuren per week
- 8 - 40
- Dienstverbanden
- Tijdelijke fulltime baan
- Beroepsgroepen subcategorie
- Callcenter / Customer Service
- Rijbewijs nodig?
- Nee
- Auto nodig?
- Nee
- Motivatiebrief verplicht?
- Nee
- Talen
- Nederlands
Brussel | Callcenter vacatures | Tijdelijke fulltime baan | Master
