Customer Service Specialist

Our client is a market leader within the Medical Equipment industry, they’re looking to recruit a Customer Service Specialist.

A typical day will be taking calls and emails with faults and repairs on their machines, these requests will all be time critical because of the nature of the business.

The ideal person will have a solid background in handling/responding customer calls and emails. You will have exceptional relationship building skills, with customers and partner suppliers of parts and equipment.

You will have a calm, logical approach, and take down technical instruction and information to pass to an engineer.

It would be an advantage if you have worked in a similar role within the medical or technical industries (but not essential as full training will be given)

Main aspects of the role -

• Respond to inbound customer calls via the dedicated MSC and Urinalysis hotline.
• Manage and resolve mailbox enquiries.
• Log faults accurately in MS Dynamics Service Platform for both the company and partner supplier equipment.
• Coordinate with partner suppliers on Urinalysis support, including technical fault logging, maintenance data, and shipping of parts for engineer visits.

REPORTING

• Gather and update case data in MS Dynamics CRM for partner supplier equipment.
• Create and deliver performance reports for Account Managers.
• Manage and coordinate maintenance schedules with customers.

ADMINSTRATION

• • Escalate customer issues promptly through the appropriate channels.
• • Maintain and update CRM with new equipment installations.
• • Oversee inventory and ensure accurate tracking of consumables and spare parts.