About {company}
At {company}, we help 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.
With a presence in over 160 countries, our 113,000 colleagues serve people around the world.
Serving the Irish Market
We offer a diverse range of healthcare products, including diagnostics, medical devices, and nutritional products to the Irish market.
Our operations in Ireland include seven manufacturing facilities located in Clonmel, Cootehill, Donegal, Kilkenny, Longford, and Sligo, as well as commercial, support operations, and shared services in Dublin and Galway.
Abbott Rapid Diagnostics
Abbott Rapid Diagnostics is part of our Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies to support diagnostic testing.
This includes IDEM, an over a billion-dollar business unit that supports significant growth for us in COVID-19 related products in over 70+ countries.
Major Responsibilities
* Receive inbound Customer calls and email communications and address them in a professional and friendly manner.
* Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to resolve.
* Document complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records.
* Communicate complaint investigation conclusions to customers through written reports and phone conversations.
* Review, prioritize 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.
* Continually evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
* Develop and maintain areas of expertise in product specialisms required for role; sharing and expanding knowledge within the ARDx Technical Support team.
Education & Competencies
* Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline (e.g., Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline).
* A minimum of 1-year experience working in a medical/clinical environment or in a customer-facing support role in an associated industry.
* The ability to provide excellent customer experience with challenging technical complaints.
* The application of problem-solving methodologies, detail-oriented, critical-thinking skills, and experience investigating and resolving complex issues.
* An understanding of the requirements of Technical writing.
* Computer Literacy; 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 a degree of flexibility is required.
* The ability to take ownership, organize workload, and change priorities quickly.
* The assumption of responsibility and accountability for daily tasks and highlighting any risk to Team lead.