Customer Care Representative

As a Customer Care Representative in this role, you will be responsible for providing top-notch customer service to clinical engineers in hospital and healthcare clinical settings across North America and internationally. Your primary tasks will involve answering phone calls and responding to emails to address customer inquiries, process orders, and conduct necessary research. It is crucial to have a passion for surpassing customer expectations and building strong relationships.

What You’ll Do

Deliver First in Class Customer Service

• Handle inbound customer service calls and email inquiries promptly, ensuring first contact resolution.
• Provide professional and accurate responses, demonstrating a high level of knowledge and expertise.
• Respond to inquiries regarding order placement/status, billing, part repairs and returns, and quote requests.
• Escalate more complex issues to the appropriate department or staff for further assistance.
• Arrive on time, prepared, and ready to work at your workstation for scheduled shifts.
• Attend required training and meetings to stay updated on product knowledge, policies, and procedures.
• Maintain a professional demeanor, striving to establish a positive rapport with every customer.
• Offer instructions to customers and troubleshooting assistance for websites and other systems.

Maintain Customer Data and Documentation

• Update and ensure the accuracy of customer data, order details, and case information in all relevant systems.
• Document customer interactions thoroughly, recording important details and resolutions.
• Work closely with the management team to stay informed about changes or updates in products, policies, and procedures.

Collaborate and Assist

• Collaborate effectively with colleagues and contribute to a positive team environment.
• Demonstrate a willingness to help and support your team members as needed.

Your Background

• Customer Service Experience: Possess at least 1 year of prior experience in a customer service role, demonstrating your ability to handle customer inquiries and provide satisfactory resolution.
• Strong Communication Skills: Exhibit excellent verbal and written communication skills to effectively interact with customers and convey information clearly.
• Empathy and Listening Skills: Display empathy and active listening skills to de-escalate issues and handle situations where there may be order delays or other challenges.
• Collaboration: Work well in a team environment, demonstrating a cooperative attitude and a willingness to assist your colleagues.