Service Coordinator - Customer Care

at  Olympus KeyMed Group Companies

Your responsibilities

• Providing our customers with first-class after-sales support via various communication methods including a telephone system, email and webchat.

Our Service Coordinators are responsible for the handling of customer enquiries regarding the repair and servicing of equipment. The team’s focus is on maximising our Uptime offer to customers, and our Service coordinators are pivotal in the customer outputs of our repair process.
Responsible for the management of a range of administrative tasks, the team enables the movement of repairs through our various repair centres. Providing continual, proactive repair updates to our customers and working as part of the wider Customer Care team, the Service Coordination role utilises an area management system, with responsibility for a geographical region.
Success in the role is measured by targets linked to quality, turnaround times and our customer satisfaction mechanisms.

Key duties

• Offering exceptional service to customers over the phone, managing both inbound and outbound calls.
• Managing multiple work streams including call management and various administrative tasks.
• Use of multiple applications to accurately record service requests, assessing priority levels and triaging accordingly.
• Responsible for courier arrangements and monitoring collection/delivery success.
• Identification and logging of Potential Adverse Effects (PAEs) and the resulting regulatory output.
• Coordinate and continually monitor the progress of each service request, working in collaboration with the Repair Centre and Up-Time Support Managers.
• Maintenance of accurate and up-to-date detailed case records on company ERP system.
• Providing customers with proactive and scheduled communication throughout the Service life cycle using various communication methods including email and webchat.
• To coordinate the supply and return of loan equipment within specified time sensitive targets.

Your qualification

• Call Centre or Customer Service Experience
• Clear verbal and written communication skills
• Flexibility
• Ability to work as part of a team
• Excellent attention to detail
• Problem solving skills
• Ability to multitask

Your competencies

• Patient Focus - We put patients at the heart of everything
• Integrity - We do the right thing
• Innovation - We look for new ways to make things better
• Impact - We take accountability and get things done
• Empathy - We care for one another and work together

Your benefits

• Generous annual leave entitlement
• Comprehensive company pension scheme
• Private medical cover
• Free annual health check
• Subsidised gym membership
• Employee discounts

Your responsibilities

• Providing our customers with first-class after-sales support via various communication methods including a telephone system, email and webchat

Key duties

• Offering exceptional service to customers over the phone, managing both inbound and outbound calls.
• Managing multiple work streams including call management and various administrative tasks.
• Use of multiple applications to accurately record service requests, assessing priority levels and triaging accordingly.
• Responsible for courier arrangements and monitoring collection/delivery success.
• Identification and logging of Potential Adverse Effects (PAEs) and the resulting regulatory output.
• Coordinate and continually monitor the progress of each service request, working in collaboration with the Repair Centre and Up-Time Support Managers.
• Maintenance of accurate and up-to-date detailed case records on company ERP system.
• Providing customers with proactive and scheduled communication throughout the Service life cycle using various communication methods including email and webchat.
• To coordinate the supply and return of loan equipment within specified time sensitive targets