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As a Customer Service Representative you will process medical device orders, specifically relating to procedure kits (set of products needed for an implant procedure), track shipments, respond to (internal) customer enquiries, handle product information requests, and resolve hospital emergencies for Boston Scientific products. You will work and partner with the sales teams, operations teams and other internal departments with respect to customer needs, act as a professional liaison between internal and external customers resulting in customer satisfaction and -retention.
In this role your other main activities are:
•Provides first line Technical Support within the EMEA region to internal and external customers.
•Administrative support for all functions involved in the lab system.
•Provides telephone and email support/resolution to service requests according to defined service levels, while demonstrating technical expertise and exceptional customer service skills.
•Interacts with customers via telephone and e-mail, to solve problems related to internal customer computer hardware, software, network, and telecommunications systems.
•Assures that all activities are performed according agreed schedules.
•Escalates unresolved calls to appropriate support specialist or service group and alerts management to recurring problems and patterns of problems.
•Participates in on-going training, procedural review/development, reporting, and compliance activities.
•Administrative support ordering service parts and returning products.
level: MBO+ / HBO level with experience in similar function
•Good knowledge of the English and German/French language and preferably any other languages.
•Flexible and representative attitude
•Computer literate, network knowledge required
•Good social and communication skills
•Creative thinking and innovation
•Self-motivated, with high energy and an engaging level of enthusiasm.
•Able to build and maintain lasting relationships with both internal and external customers.
•High level of responsibility.