About {company}
At {company}, we are a global healthcare leader that helps people live more fully at all stages of life.
Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals, and branded generic medicines.
We serve people in more than 160 countries with our diverse range of healthcare products, including diagnostics, medical devices, and nutritional products.
Abbott Rapid Diagnostics
Abbott Rapid Diagnostics is part of Abbott's Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies to support diagnostic testing.
This testing provides important information for the treatment and management of diseases and other conditions.
We have been operating in Ireland since 1946 and employ over 6,000 people across ten sites in the country.
Key Responsibilities:
* Provide first-level support to customers by troubleshooting their complaints and addressing their inquiries in a professional and friendly manner.
* Analyse customer problems and ask the appropriate questions to resolve them efficiently.
* Document complaints and inquiries using established guidelines and procedures.
* Communicate investigation conclusions to customers through written reports and phone conversations.
* Manage group mailboxes to ensure all inquiries and complaints are actioned according to procedures.
* Resolve and address complaints or inquiries within the targets described in key performance indicators.
* Evaluate opportunities to drive process improvements that positively impact the customer experience.
* Develop and maintain expertise in product specialisms required for this role.
Education & Competencies:
* A minimum qualification of 3rd Level Certificate, Diploma or Degree in a relevant discipline is required.
* The individual will have a minimum of one year's experience working in a medical/clinical environment or in a customer-facing support role in an associated industry.
* Demonstrates problem-solving methodologies, detail-oriented, critical-thinking skills, and experience investigating and resolving complex issues.
* Demonstrates an understanding of technical writing requirements.
* Proficient in MS Word, PowerPoint, Excel, and Outlook.
* Fluency in German is required.
* Strong written and verbal communication skills.
* The role is office-based but requires flexibility.
* Ability to take ownership, organise workload, and change priorities quickly.