Communicate complaint investigation conclusions to customers through written reports and phone conversations
Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company
Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience
Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the ARDx Technical Support team
Execute applicable Quality System processes
Maintain ability to comply with business continuity plan (i.e. Work remotely if required)
Other duties as assigned
Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support Team Lead/Supervisor.
Support customers in different market time zones as required for the position.
Education / Experience / Skills
Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required.
Minimum 1- year of experience required working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.
Fluency in the language required for the role.
People Skills
Communication Clarity
Positivity
Adaptability
Active listening
Empathy
Performance Management
Management of Day-to-day workload
Dashboard management & List view Management
Team Management
Problem Solving
Teamwork and collaboration
Technical Skills
Technical Proficiency
Process & Product Expertise
System and Tools proficiency
- The base pay for this position is
- N/A
- In specific locations, the pay range may vary from the range posted.
JOB FAMILY
Facilities & Maintenance
DIVISION
IDEM ARDx Infectious Disease Emerging Markets
LOCATION
Philippines > Taguig City : Five/Neo Building
ADDITIONAL LOCATIONS
WORK SHIFT
Standard
TRAVEL
Not specified
MEDICAL SURVEILLANCE
Not Applicable
SIGNIFICANT WORK ACTIVITIES
Not Applicable
