Job Ref: 213552403

Date: 2021-04-15 14:59:25

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Working for a medical devises company this is a 3-month temporary booking to start 10th May.

Remote Working.

Working hours Monday to Friday 8am – 4.30pm

Salary: Perm equivalent £24,000 – £27,000 depending on experience.

This is a great role providing support to customers in the UK and Europe as they launch a new order status web portal. The portal will allow customers to log in to access their history and order status.

The main duties will be to monitor customer feedback, resolve any issues or concerns on a timely basis and analyse the performance of the tool and report on it.

The secondary responsibility is to provide support to the rest of the Digital Team as they develop innovative digital tools.

Job Duties:

* Monitor the shared mailbox to find if there are any enquiries logged by customers

* Triage the questions and problems raised by customers in multiple languages (by phone or email), record/log them and assign them to the appropriate team for prompt resolution (or resolve them promptly where appropriate)

* Use the scripts provided in multiple languages to maintain a positive customer experience and drive customer satisfaction

* Where applicable, translate from/to foreign languages using translation tools or a translation agency

* Monitor time to resolution of each enquiry and ensure it meets the service levels set by the team

* Where necessary, contact other internal stakeholders and send reminders to ensure service levels are being met and all issues are resolved within due dates

* Maintain a dashboard and reports and report on support performance to the team on a regular basis

* Analyse the questions and issues and suggest corrective actions that could improve the performance of the web portal, improving customer satisfaction. Monitor effectiveness of those corrective actions

* Maintain and improve FAQ’s

Experience and Skills Required:

* Degree (or equivalent experience) with 1-2 years of relevant work experience

* Commercial related experience

* Dedicated to exceeding customer satisfaction; committed to excellence and with an understanding of how daily work impacts the customer

* Autonomous; strong organisational and problem-solving skills

* Demonstrates a sense of urgency, prioritises effectively and acts with speed and agility

* Pleasure working in multicultural environment and matrix structure

* Excellent English communication and presentation skills

* Experience with Salesforce (desirable)

* Proficient with Microsoft Office (Excel, Word, Powerpoint)

* Must be fluent in English (other European languages desirable)

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