What are the responsibilities and job description for the Client specialist position at Infotree Global Solutions?
- Experience with working in a Customer Call Center environment (1-2 years)
- Experience with using Enterprise Resource Planning systems (i.e., Oracle EBS) (1-2 years)
- Experience in troubleshooting biomedical or electro-mechanical devices (1 year)
A high degree of initiative and extremely strong communication skills
Fluent in English / French for both verbal and written communication
Essential Duties & Responsibilities
Manage all incoming contacts (phone, email, chat, etc.) per service and support guidelines detailed in process flows, Standard Operating Procedures, Customer Service Level Agreements, and departmental Operating Level Agreements.
Document interactions in appropriate systems.
Create and manage multiple types of customer service requests, including warranty and non-warranty repairs, preventive maintenance requests, etc.
with the highest level of support professionalism.
- Meet or exceed key performance metrics of customer satisfaction, 1st call resolution, knowledge base utilization and Field Sales Satisfaction.
- Utilize knowledge base to resolve customer inquiries and achieve department metrics. Develop new solutions to frequently occurring problems.
- Manage Service Requests (RMAs) for customer-returning medical devices, including acquiring Purchase Orders for billable services.
Education and Experience
- High School diploma or GED equivalent
- Associate of Science in Biomedical Technology or similar preferred
- 1 year minimum, 2 preferred
Minimum Qualifications
Must be at least 18 years of age
Travel Requirements
Typically requires travel less than 5% of the time
Physical Requirements and Work Environment
- This is largely a sedentary role.
- This job operates in a professional office environment and routinely uses standard office equipment.
- The position requires the ability to work under pressure and stress common to office environments.
Last updated : 2024-11-24
