Customer Support Mitarbeiter assisting Germany's healthcare providers with inquiries and order management. Enhancing service quality through structured support and team collaboration.
TL
Hybrid Customer Support Agent – Part-time Fixed Term Contract
Posted 2 months ago
About the role
- Customer Support Agent at TympaHealth assisting clients with inquiries and issues. Fostering a positive customer experience and enhancing support processes in a hybrid work setup.
Responsibilities
- Ensure a seamless and positive customer experience by handling enquiries, complaints and complex issues with empathy and efficiency.
- Follow processes and use documentation including the company knowledge base.
- Contribute to the development and refinement of support processes based on customer feedback for ongoing improvement.
- Achieve case resolution SLAs and KPIs whilst utilising service management tools (e.g. Salesforce) via email, phone and chat communication channels.
- Maintain and enhance the Company knowledge base and participate in the training of new team members when needed.
- Work closely with and escalate to internal stakeholders (e.g. second line technical team) to align customer support efforts with Company objectives and enhanced overall service delivery.
- Perform other duties as assigned by the Customer Support Manager and/or Chief Operating Officer.
Requirements
- Customer Support experience in the Med-Tech or software solutions industry
- Approachable: An active team player, friendly, positive and approachable, fostering an open and collaborative team culture.
- Proactive problem-solving mindset with a positive attitude and a strong commitment to customer satisfaction.
- Exceptional communication skills across multiple communication channels (Live Chat, video call, phone, email etc).
- Detail-oriented: A keen eye for detail, ensuring that both customer needs and operational processes are consistently met to a high standard.
- Proficiency in CRM databases, especially Salesforce, is highly desirable.
- Ability to stay calm and focused under pressure, managing stressful situations with composure.
- Work well both independently and as part of a team, juggling multiple deadlines and managing competing priorities.
- Educated to A-Level or equivalent qualification.
Benefits
- 25 days holiday (pro-rata) plus Bank Holidays (pro-rata)
- Birthday Holiday
- 5% Company & Employee Pension Scheme Contributions
- Life Assurance Scheme (four times salary)
- Hybrid Working one day a week in the office based in Exeter EX2 8LB.
- On-site parking.
- Remote GP and Medical Second Opinion Services
- Mental Health Support
- Physiotherapy (eight sessions per year)
- Life, Money and Wellbeing Support
- 360 Wellbeing Score, Insights and Calendar
- Financial and Legal Support
- 1-2-1 Lifestyle Coaching
- Savings and Discounts Perkbox
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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