Position Title: Senior Customer Support Administrator
Reports to: Global Head of Customer Success
FT/PT : Full Time
Location: UK
Position Summary
The Senior Customer Support Administrator is the primary contact for customers and third parties requiring customer support for Leo Cancer Care (“LCC”) products. Responsible for customer support processes, the successful candidate will also be the subject matter expert (SME) for LCC business systems implementation in this area, including process development and improvement. Leo Cancer Care always wants to provide the best possible products and services to our customers, so a part of the role also includes setting up a Customer Satisfaction (CS) procedure as a part of our customer success program. The customer support function will expand in line with business needs, and the Senior Customer Support Administrator will be charged with developing and managing the function as LCC grows.
Key responsibilities
* Creating and developing LCCs Customer Support function.
* The SME for LCC’s customer support processes and associated business systems.
* Primary contact for customers and third parties requiring customer support.
* Logging and management of customer issues in LCCs business systems.
* To interact with Service Management and coordinate all applicable field services, helpdesk and administrative operations.
* In conjunction with the service team and customer, schedule and arrange preventative maintenance inspections, field change order implementation, and upgrades/small installs.
* Complaint management in line with regulatory requirements.
* Service agreement preparation and quoting.Service agreement management in LCCs business systems.
Relevant Knowledge and Skill Requirements
* Previous knowledge of working within a customer service environment & experience of working within a team, preferably in a medical or other highly regulated environment.
* Experience in using CRM and ERP system. Salesforce and/or Oracle NetSuite experience is desirable.
* Intermediate to advanced Microsoft Word and Excel skills.
* Strong organizational skills and able to prioritize.
* Demonstrate excellent interpersonal & communication skills.
* Complaint handling.
* Team leader or line management experience desirable. Although not initially responsible for people management, as LCC expands the function will grow.
Leo Cancer Care is an equal opportunity employer.
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