Job Description
Job Summary: Customer Support Specialist for Abbott Rapid Diagnostics, responsible for resolving customer complaints and inquiries in a professional and friendly manner.
About Abbott
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 colleagues serve people in more than 160 countries.
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 which provides important information for the treatment and management of diseases and other conditions.
Responsibilities:
- Receive and address customer calls and email communications in a professional and friendly manner.
- Provide first-level support in troubleshooting customer complaints across the designated product range.
- Document complaints and inquiries using the appropriate guidelines and procedures.
- 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 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 the role.
Requirements:
- Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in a relevant discipline.
- Minimum of 1-year experience working in a medical/clinical environment or in a customer-facing support role in an associated industry.
- 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 French 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.