Service Coordinator - Customer Care
KeyMed (Medical & Industrial Equipment) Ltd. (OKM) | Corporate | FTC until 31.03.2025
A global leader in the medical device and technology industry, for more than 100 years Olympus has focused on making people's lives healthier, safer, and more fulfilling. Our products and solutions help to diagnose, prevent, and treat illnesses, further scientific research and keep people safe.
Olympus UK & Ireland (UI) is one of the largest, and most profitable regions in EMEA. As both a Legal Manufacturer and Sales Center, we have a passionate and committed workforce of almost 1,000 people developing and advancing our medical technologies, and supporting both public (NHS/HSE) and private healthcare customers across the region.
Your responsibilities
* Providing 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, this role is a FTC until March 2025.
* 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.
* 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.
Minimum Requirements:
* 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
Company Values:
* 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
Benefits:
* In addition to a competitive salary, you will receive a generous annual leave entitlement
* You will be eligible to receive private medical cover
* Comprehensive company pension scheme
* You will receive an annual health check with BUPA, funded by us
* Employee Assistance Program to support your health, mental and emotional-wellbeing
* At our HQ, we have a subsidised staff restaurant and free parking
* Other benefits include discounted gym and wellness memberships, cashback and discounts with major UK retailers
Further information:
Valuing diverse perspectives and lifestyles is closely aligned with our core values. We would therefore like to encourage all candidates to apply - regardless of gender, nationality, ethnic and social origin, religion, age, disability, sexual orientation, marital status, identity or conditions and restrictions which cannot be shown.
#J-18808-Ljbffr