Global Customer Service Director overseeing customer service function across regions for Oticon Medical. Responsible for building a high - performing service model and leading an international team.
About the role
- Customer Support Representative guiding customers by addressing product inquiries via email and chat. Documenting interactions and escalating issues while maintaining a positive attitude.
Responsibilities
- Become an expert on the product, knowing all the specifics of its functioning.
- Provide first-level support to customers via email and/or chat in a timely and professional manner.
- Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Work on creating, updating, or adjusting customer accounts by documenting personal information.
- Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties.
- Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms.
- Process and prepare information for auditing and reporting purposes.
- Update internal and customer-facing knowledge bases
- Convert clients' feedback into feature requests for the development of the product.
- Escalate unresolved issues to Tier 2 support or relevant departments while maintaining ownership of the case until resolution.
- Effectively communicate technical information to non-technical users.
- Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps.
- Other related tasks assigned by managers of the Clients and/or
- They will eventually handle calls.
Requirements
- B2 English
- Call center experience
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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