Customer Service Support

Position Summary

We are looking for a Customer Service Support to join our Customer Service team in Pomezia (Rome). This role will provide support to the Customer Service Team to deliver excellence in customer experience for our customers. 

Please note: this is a fixed term contract.

Duties

1.Support the Customer Operations Representatives to ensure all customer and engineer orders are processed & delivered to customer requirements and timelines, including but not exclusive to Consumable orders, Parts, Capital and EPP Orders, meeting departmental deadlines.

2.Provide pricing information to internal and external customers using the systems available. Utilising the sales connection tool and other tools as required to prepare basic quotations.

3.Ensure that all telephone calls and emails are answered in a timely manner, providing support for Healthcare internal and external customers regarding orders, product and pricing enquiries and call triaging to the appropriate people.

4.Allow RMA process for any customer returns on the systems following the correct procedures.

5.Provide primary product information in response to customer requests. This will include the provision of marketing materials and verbal product information across our range of products and services. Passing on any leads to the relevant sales person.

Duties - cont'd

6.Initiate the complaints received process from both internal and external customers, dealing with escalated calls from passed on from Customer Operations Representative. Ensure adequate information regarding complaints is communicated to relevant stakeholders.

7.Distributing amongst the team monthly reports for shared services and any other required reports.

8.To be aware of the organisation’s Quality Assurance systems, internal Policy and procedures and take responsibility for all their obligations and ensuring that the Customer Operations Team are adhering within their responsibilities.

9.Maintain contact with local warehouse and manage related problems. Monitor the situation of equipment in stock.

10.The responsibilities of this role may include the delivery of additional services as required by the business. Any other duties which can be reasonably expected of the post holder given their knowledge, skills and experience.

Education Degree

Required Experience

1. Experience in a customer service/service support environment is required.
2. Easy learner in the use of Corporate Service applications, like Oracle/Siebel and others.    
3. Highly computer literate across Microsoft Office applications. 
4. Self-motivated team worker, flexible attitude, able to organise tasks and work to deadlines. 
5. English language at level B1
6. Ability to identify improvement (product or process) in the interest of the company (internal and external Customers)