Bring innovation to life
The objective of the Position:
Responsible for providing 1st level support and inquiry to customers globally
Your role
Responsibilities:
Main Task:
- Independent process-compliant transfer of customer inquiries from the Global Customer Care from the available communication channels, if necessary upgrading of the automatically generated cases through targeted inquiries according to process specifications.
- Creation of cases in the available CRM system either Clinical, Laboratory Materials, or Digital
- Steer non-regulatory cases to the appropriate sub-process.
- Independently provide process-compliant support to customers using provided documentation and other tools from the system.
- Process-compliant (according to WI or further specifications) triggering of sub-processes within the scope of solution finding in the available CRM system.
- Complete process-compliant case logging in the CRM system available.
- Forwarding of the case to the technically correct 2nd level support if necessary, as well as the further support of the case according to the process specification
O
ther tasks within the scope of the main task:
- Participate in respective available Shopfloor meetings to create transparency, with independent reporting as directed by the Board.
- 1st level support staff are responsible for the operational support of the telephone switchboard
- Taking over the telephone hotline outside business hours or, if required, by arrangement in the form of a stand-by service (emergency service)
Additional Tasks:
- Assist other Aftersales departments with determining customer-related tasks.
- Assumption of any assistance tasks that may arise.
Your profile
Qualifications:
- Completed the Degree in Dental Technology with a minimum of 5 years experience as a Dental Technician
- 2-3 Experience in dealing with customers/telephone support.
- Customer-friendly approach to telephone consultations Ability to work in a team, high-stress resilience.
- Average to good communication skills
- Open ONLY for residents of the Philippines
What we offer
- A global, purpose-driven company with 3,700 employees.
- A culture of innovation and collaboration.
- Learning and development tailored to your growth.
- Attractive benefits.
