About Abbott is 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.
Our 113,000 colleagues serve people in more than 160 countries.
Abbott serves the Irish market with a diverse range of healthcare products, including diagnostics, medical devices, and nutritional products. In Ireland, Abbott employs over 6,000 people across ten sites. We have seven manufacturing facilities located in Clonmel, Cootehill, Donegal, Kilkenny, Longford, and Sligo and a third-party manufacturing management operation in Sligo.
Abbott has commercial, support operations, and shared services in Dublin and Galway. We have been operating in Ireland since 1946.
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.
* 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, 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.
* To 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 the role; sharing and expanding knowledge within the ARDx Technical Support team.
Education & Competencies
* Minimum Qualifications: 3rd Level Certificate, Diploma, or Degree in a relevant discipline i.e., but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline.
* 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 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 required.
* Strong written and verbal communication skills.
* The role is office-based but a degree of flexibility is required.
* Ability to take ownership, organize workload, and change priorities quickly.
* Assume responsibility and Accountability for daily tasks and highlights any risk to Team lead.