Customer Services Support Operator 2Apply now for the position of Customer Service Coordinator in our Customer Care Team .This position requires engaging with a diverse multinational audience, including global business lines, country business areas, external customers, field management team, Customer Care Center, Education Services, CSML, Finance, Services Marketing, Customer Administration, Business Process Engineering (Quality), and Regulatory Affairs. Building strong working relationships with these key stakeholders is critical for success in this role.Your role:You own the E2E planning for the allocation and deployment of field resources in a highly dynamic environment.You apply critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources.You own customer communications E2E for all service events.You navigate complex discussions with customers when scheduling appointments.You manage and apply prioritization logic that aligns with customer commitments.You own the deployment of field resources; is the decision maker, coordinates with field management displaying strong influencing & collaborative skills.You manage capacity planning to meet cyclical demand ensuring delivery of customer commitments.You utilize problem solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment.Your expertise:A Bachelor’s degree or equivalent experience.Good PC skills (MS Office software like Word, PowerPoint, Excel and Outlook)Knowledge of SAP is preferred but not requiredStrong communication skills, both verbal and written, are necessary to effectively communicate with customers, internal partners, and diverse audiencesAbility to support complex projects and determine the critical path to improve timely performance is essentialAbility to independently perform important areas of standard professional level work that typically requires processing and interpreting more complex, less clearly defined issuesStrong organizational and time management skills with exceptional attention to detail is requiredAbility to function as a Change Agent and successfully exhibit and promote change management, customer focus, and elevated levels of integritySelf-starter, self-motivated, high level of initiative, embraces an ownership cultureCustomer facing experience is preferredExperience in medical device or healthcare environment preferredReliable Internet capabilities required15% Travel annually for continuous training & educationExperience RequirementsA couple of years in customer care experiencePreferred: BA degree, conflict management skills, ability to handle difficult conversationsProficiency in Excel, SAP, and Magellan Genesis phone systemMust-Have Skills1. Critical thinking2. Active listening3. Communication, clear and proficiently in English.4. Empathy and understanding of customer needs5. Conflict resolutionAdditional Informationo Support with service engineers and strategic partnerso Multi-tasking requiredo 6 weeks of training with shadowingNote :Work Hours:Monday: 3 PM - 12 AMTuesday-Wednesday: OffThursday-Friday: 3 PM - 12 AMSaturday-Sunday: 12 PM - 9 PMRemote position.Initial 6 weeks of training onsite, then remoteNo travel required.This could be remote in the U.S. will have to attend Initial 6 weeks of training onsite, then remote .The client will arrange travel expenses for onsite training.VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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