Service Coordinator - Customer Care
KeyMed (Medical & Industrial Equipment) Ltd. (OKM) | Medical Systems
With around 1,300 employees in the UK, METNA & ROI, Olympus KeyMed operates in a diverse range of business areas which allow us to attract people with all kinds of skills and experience.
Your responsibilities
* In this role you will provide our customers with first-class after-sales support via various communication methods including a telephone system, email and webchat. Our Service Coordinators are responsible for the handling of customer enquiries regarding the repair and servicing of equipment.
* In this role you will provide our customers with first-class after-sales support via various communication methods including a telephone system, email and webchat. Our Service Coordinators are responsible for the handling of customer enquiries regarding the repair and servicing of equipment.
The team’s focus is on maximising our Uptime offer to customers, and our Service coordinators are pivotal in the customer outputs of our repair process. Responsible for the management of a range of administrative tasks, the team enables the movement of repairs through our various repair centres. Providing continual, proactive repair updates to our customers and working as part of the wider Customer Care team, the Service Coordination role utilises an area management system, with responsibility for a geographical region. Success in the role is measured by targets linked to quality, turnaround times and our customer satisfaction mechanisms
Key duties
• Offering exceptional service to customers over the phone, managing both inbound and outbound calls.
• Managing multiple work streams including call management and various administrative tasks.
• Use of multiple applications to accurately record service requests, assessing priority levels and triaging accordingly.
• Responsible for courier arrangements and monitoring collection/delivery success.
• Identification and logging of Potential Adverse Effects (PAEs) and the resulting regulatory output.
* • Coordinate and continually monitor the progress of each service request, working in collaboration with the Repair Centre and Up-Time Support Managers.
* • Maintenance of accurate and up-to-date detailed case records on company ERP system.
• Providing customers with proactive and scheduled communication throughout the Service life cycle using various communication methods including email and webchat.
• To coordinate the supply and return of loan equipment within specified time sensitive targets
Call Centre or Customer Service Experience
Clear verbal and written communication skills
Flexibility
Ability to work as part of a team
Excellent attention to detail
Problem solving skills
Ability to multitask
* Patient Focus - We put patients at the heart of everything
* Integrity - We do the right thing
* Innovation - We look for new ways to make things better
* Impact - We take accountability and get things done
* Empathy - We care for one another and work together
* Generous annual leave entitlement
* Comprehensive company pension scheme
* Private medical cover
* Free annual health check
* Subsidised gym membership
About Olympus Medical Systems
The Medical Systems Division represents Olympus’ largest business domain and is the global market and technology leader for medical endoscopes. Olympus aims to continuously find better and more economical solutions to medical issues which improve the well-being of patients, enhance the working environment for doctors and nursing staff and help to develop the overall performance of health care providers.
About Olympus Medical Systems
The Medical Systems Division represents Olympus’ largest business domain and is the global market and technology leader for medical endoscopes. Olympus aims to continuously find better and more economical solutions to medical issues which improve the well-being of patients, enhance the working environment for doctors and nursing staff and help to develop the overall performance of health care providers.
Further information:
We are an equal opportunities employer, and we are committed to ensuring that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown.
Please inform your line manager before applying for this position
At Olympus, we have a dedicated in-house Talent team that cover all areas of the business. As a backup, we have a preferred supplier list (PSL) of vetted suppliers and as such, are unable to accept unsolicited CVs from recruitment agencies or search firms outside of our PSL. Please note that Olympus will not be responsible for any fees, charges or terms associated with any such CVs. #J-18808-Ljbffr