Customer Care Representative

at  Boston Scientific Corporation

REQUIREMENTS:

• Has higher education
• Has standard computer skills (including MS Office)
• IT literate and a fast learner
• Experience in customer service in medical industry
• SAP/Salesforce skills
• Has the ability to work under pressure
• Likes to work both independently and in a team
• Flexible and open minded
• Fluent Romanian and English (C1 as minimum)

• Be the 1st point of contact for our customers, providing them with exceptional service and resolving their inquiries in a professional and efficient manner.
• Primary responsibility will be to ensure customer satisfaction by addressing their needs and offering timely and accurate solutions.
• Answer incoming emails and calls to address inquiries, complaints and requests
• Assist customer in placing orders, provide guidance and support if necessary
• Resolve customer issues and concerns in a courteous and timely manner
• Provide product information such as availability and price
• Maintain a positive and empathetic attitude towards customers at all time
• Collaborate with other functions and departments to resolve complex issues and follow up with customers as needed
• Keep accurate records related to customers, interactions (eg. Service cloud) and transactions (SAP)
• Stay up to date on company policies and procedures and follow them up strictly
• Identify and escalate priority issues to appropriate channels and stakeholders
• Provide feedback on the efficiency of the customer service processes and suggest process improvements
• Work with relevant people to standardize local processes and avoid exceptions
• Provides frontline support for customers for critical issues, consignment issues and value added services
• Analyses customer requirements and supports others to achieve anticipated results
• Coaches others to understand customer problem solving activity
• Models strong inter-personal skills in communicating with the customer
• Actively supports department initiatives by proactively assisting in the training and influencing their team.
• Quality: Ensure awareness and compliance with applicable standard operating procedures to meet, comply and champion all quality and regulatory commitments of Boston Scientific; Tracks completion of mandatory training.