Offer description

•Receive inbound Customer calls and email communications and address in a professional and friendly manner.

•Review, prioritise and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.

•Provide first level support in troubleshooting customer complaints across the designated product range by analysing customer problems and asking the appropriate questions to support resolution.

•Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records.

•Communication of complaint investigation conclusions to customers through written reports and phone conversations.

• Resolve and address any complaints or inquiries within the target timelines 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 team performance and customer experience.

•Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the ARDx Technical Support team

QUALIFICATIONS:

•Minimum Qualifications: 2nd Level Certificate, Diploma or bachelor’s degree (BS) in relevant discipline i.e. Biomedical Equipment Services, Medical Transcription, Healthcare Services, Nursing, Engineering discipline.

•The individual will have a minimum of 2 years’ 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 advanced problem-solving methodologies, is detail-oriented, a critical-thinker, and experienced at investigating and resolving complex issues

•Demonstrates an advanced understanding of the principles of good Technical writing.

•Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook

•Fluency in a second language – Mandarin

Requirements

• Minimum education level: Vocational
• 2 years of experience
• Language(s): Mandarin Chinese ,English
• Availability to travel: No
• Availability of change of residence: No

More than 30 days ago

About Reeracoen Philippines, Inc

Reeracoen Philippines is pleased to welcome you and be a partner to help you finding the right job in Philippines. Moreover, Reeracoen Philippines is ready to find the suitable candidates to our precious clients as well.