Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

P͏ersonal Responsibilities

• Multitask which includes pulling up of relevant documents and responding satisfactorily and immediately
• Provide expertise in receipt and processing of medical device complaints via incoming calls, faxes, and emails, serving as the primary point of contact
•  Answer and process all incoming calls and inquiries from customers, sales reps, and various employees of Boston Scientific Corporation in regard to returns, product complaints, and special projects as required
•  Accurately enter complaint information into complaint handling system GCMS-TW in a timely manner and in accordance with the company’s complaint policy and procedures
• Create, maintain, and adjust all return authorizations within SAP for product complaints and field actions an create replacement orders as required
• Respond to inquiries and assist customers and sales representatives regarding Boston Scientifics’ complaint and returns policies
• Responsible for the complaint handling complaint handling process from complaint receipt to record closure Ensures timely processing of complaints.
• U.S. customer Complaint communications

D͏o

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

S͏kill Required

• Strong Analytical and communication skills
• Good computer knowledge, mainly MS Office.
• Good typing speed
• Excellent telephonic and listening skills
• Strong team player and interpersonal skills

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Deliver