Diabetes Customer Support Specialist (Level 3)
Apply locations: United Kingdom, South Shields
Time type: Full time
Posted on: Posted Yesterday
Job requisition id: R10057045
As a leader in Home Healthcare, Air Liquide takes care of 1,300,000 patients at home in 35 countries whose treatment for chronic diseases requires the use of medical equipment for respiratory assistance, infusion therapy, and nutritional assistance.
Its multi-disciplinary teams (pharmacists, nurses, nutritionists) aim to improve patient's autonomy, adherence to treatment, clinical outcomes, and quality of life through cost-efficient offers combining added-value services and innovative technology.
How will you CONTRIBUTE and GROW?
Working at Air Liquide UK means having opportunities to evolve in an environment that actively promotes and encourages its people, recognises expertise, and offers genuine opportunities that provide colleagues with autonomy and accountability. We believe our people are the cornerstone of our company and as such we care about the development and growth of our people and teams as much as the development and growth of our business.
Key Responsibilities:
* Ability to read and follow flow diagrams and technical user’s manuals.
* Ability to perform work using a CRM tool which requires navigating in an automated system.
* Clear verbal and written communication skills to impart product information over the telephone and email to patients/health care support.
* Skilled at presenting technical information in a clear, concise manner to all levels within the department.
* Able to react to changing situations in a timely, calm, and confident manner.
* Ability to learn quickly in a fast-paced environment.
* Skilled at promoting team cooperation and a commitment to team success.
* Demonstrates experience successfully assisting, mentoring, and training others.
* Demonstrates a strong ability to troubleshoot both in CGM and Pump calls. Preferably, also knowledgeable in the Software Support calls.
* Shows empathy and compassion when dealing with patients and can deescalate situations to a good outcome.
* Answer email inquiries.
Are you a MATCH?
* Customer focused with a caring nature towards the needs of vulnerable people.
* Good at listening, making special efforts to solve complaints and problem solving.
* Methodical with attention to detail.
* Flexible and available to accommodate operational needs over a 24/7 period.
* Team Player.
* Direct customer/patient service experience.
* Working in a time-critical service environment.
* IT proficiency in Microsoft/Windows environment (Axapta or similar).
* To be the first port of call for escalation for customer complaints.
* Our main correspondence with Tandem.
* Escalation for Customer complaints.
* Deal with pump replacements with the aim to reduce.
* Enhanced technical knowledge.
* Assist supervisor with developing team (roll out training).
Our Differences make our Performance
At Air Liquide, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders, and cultures across the world. We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
About Us
A world leader in gases, technologies, and services for Industry and Health. Through the passion and diversity of its people, Air Liquide leverages energy and environment transition, changes in healthcare and digitization, and delivers greater value to all its stakeholders.
Join us for a stimulating experience: you’ll find a world of learning and development opportunities where inventiveness is at the heart of what we do, in an open, collaborative, and respectful environment.
Discover what your professional journey at Air Liquide could be here!
#J-18808-Ljbffr