Address
Form of work
SalaryWe have a fantastic opportunity to join the world's most broadly-based healthcare company supporting their business as a Customer Service Executive in the Nordic markets. Successful candidates will need to be fluent in English and one of the Nordic languages.
This is a full-time ongoing role working 7.5 hours per day between 8.00am and 4:00pm with a 30-minute lunch break which equates to a 37-hour working week from Monday to Friday.
This role is working remotely and is paying 12.87 per hour, rising to 13.23 per hour after three months with a pay review pending.
Although this position is working on a temporary, agency contract, the duration of the role is open-ended with no specific end-date. We are looking for people who can commit for a minimum of twelve months.
Job Purpose
A front-line communicator, processing inbound and outbound orders, enquiries, complaints, and information through multiple methods of communication. Ensure adequate preparation to effectively manage the customer relationship and carry out specific responsibilities for internal and external added value programmes.
Contribute to the achievement of the departmental service level agreements ensuring excellent service delivery with every interaction and moving to a first contact resolution and complete ownership of the customer experience.
Responsibilities
- Processing all telephone / email orders, enquiries, complaints, and general information
- Maintain SLA's & EMEA Metrics (including KPIs associated with role)
- Manage manual process for failed orders for EDI and eCommerce failures
- Manage & Implement Automation through EDI and eCommerce working with Internal partners
- Credit & Debit Note Management
- New Account & Amendment Management
- Returns Management
- Support internal & Business Improvement initiatives
- Maintain product, system & commercial knowledge to manage customer relationships
- Recall Management
- Outbound calling
- Support Commercial Partners
- Support Sales & Marketing initiatives
Knowledge / Experience / Skills
Essential:
- Nordic Market / Finnish, Danish, Swedish or Norwegian speaker
- English language capability
- Experience of working in a Customer Service role
- Customer mindset, able to demonstrate understanding and give examples of putting the customer at the forefront of solutions offered
- Self-motivated, committed team player
- Effective Communication skills in both written and verbal
- Proactive approach to problem solving/complaint handling
- Good computer skills including data input (Knowledge of Customer Relationship Management systems would be useful)
- Able to work well under pressure and work in a fast-paced and busy environment
- Organisational, numerical, and administrative skills
Desirable
Knowledge / Proficiency of SAP
- Proficiency in Microsoft Office
- Additional EMEA language capability
- Understanding of the Eye Care Profession (ECP), or experience of working with ECP's advantageous
