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