Job Description
Job Title: Customer Care Specialist –German Speaking
Location: Deeside initially before transitioning to remote working
Contract: 12 months FTC
Rates: £30,000p/a
Job Description
SRG are seeking a German speaking customer care specialist to join a leading medical device company based in the UK. This role is the first point of contact for customers, being a trusted source of information for them. Responsibilities include: primary Customer and 3pl liaison, claims and queries management; but, additionally, reporting and KPI data. Collaboration with other areas of the business such as Finance and Masterdata.
Duties and Responsibilities
* Raise claims within SLA, investigate to resolution, communicate outcomes.
* Measures of success in the role will be by clear objectives and KPI reports to support daily activity and performance measurement.
* Identify opportunities for continuous improvement.
* Demonstrates a sense of urgency in respect of ensuring work is completed quickly and accurately.
* Strong communication skills both oral and written ensuring desired outcomes are understood and achieved.
* Has good interpersonal skills, able to deal at all levels, develops relationships within the organisational structure to assist in goal achievement.
* Coordinate and assist with audit requirements.
* Must be proficient in standard software applications including Microsoft Outlook and advanced Excel skills and to have a complete understanding of Sales and Distribution modules of SAP.
* Demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems.
* Act with empathy and respect in all transactions.
* Living our values.
Skills & experience:
* Proven experience of a Customer facing, claims/query management and distribution role preferably in a Health Care environment.
* Ability to communicate in both German and English
* Ability to communicate at all levels within the organisation.
* Proven data analysing skills and an ability to translate tasks into action plans and deliver to timelines.
* Fully competent in oral and written communications.
* Strong motivational skills
Qualifications/education:
* Subject matter knowledge
* Customer Service skills
* Formal qualifications in Export and Customer Service
* Fully competent in oral and written communications and must be able to demonstrate proven interpersonal skills
* Competent in using Excel/Word & Data Cubes
* Competent in using Database reporting repositories
* Excellent reporting skills
* Proficient communicator both written and verbal
* Able to operate in a Team environment