Customer Care Representative

Innovation Strategies S.L.U. - A Siemens Company; Camberley; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading global medical technology firm in Camberley is looking for a Customer Care Representative. You will manage customer requests for support, ensuring effective call handling from logging to completion. Strong multitasking skills in a pressurized environment are essential. The role also involves coordinating appointments for customer service engineers and supporting various inquiries. Join a diverse team in pioneering healthcare breakthroughs while enjoying benefits like holiday options, pension contributions, and flexible medical coverage.

Benefits

26 days' holiday with options to buy/sell additional days

Up to 10% employer pension contribution

Share and bonus scheme

Access to flexible benefits including private medical insurance

Corporate Social Responsibility opportunities

Qualifications

• Experience dealing with customers over the phone and face to face.
• Skills in handling several tasks at the same time against tight deadlines.
• Experience working to deadlines in a pressurised environment and working in a team.
• SAP experience is advantageous.

Responsibilities

• Log all Service/Applications related calls on the appropriate Service Management System.
• Forward all logged Service/Application calls to the respective support teams.
• Coordinate Customer Service Engineer visits.
• Act as a point of contact for general customer-related inquiries.
• Create and monitor spare part orders as required.

Skills

Experience dealing with customers over the phone

Ability to multitask under tight deadlines

Experience in a pressurized environment

SAP experience

Job description

Location

Camberley - Surrey - UNITED KINGDOM OF GREAT BRITAIN AND NORTHERN IRELAND

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Apply now for the position of Customer Care Representative to join our Customer Care Centre (CCC) where you will be responsible for effectively managing all customer requests for support from call logging to call completion. You will also be expected to be the accurate and effective handler of all requests from the NHS and private sectors.

Operating Hours

Open Monday to Sunday, from 8:00 AM to 8:00 PM.

Shift Pattern

Staff work on a rotational shift basis:

• Week 1
  • Monday 9am-8pm
  • Tuesday 9am-8pm
  • Wednesday – Off shift
  • Thursday – Off shift
  • Friday 9am-8pm
  • Saturday 8am-8pm
  • Sunday 8am-8pm
• Week 2
  • Monday – Off shift
  • Tuesday – Off shift
  • Wednesday – 9am-8pm
  • Thursday – 9am-8pm
  • Friday – Off shift
  • Saturday – Off shift
  • Sunday – Off shift

Flexibility

Team members may be required to show flexibility to meet operational needs, which could include working outside standard shifts.

Pay for Extended Hours

Any extended working hours are eligible for overtime or enhanced pay.

Your Role

• Log all Service/Applications related calls on the appropriate Service Management System, checking contract and warranty status of the reported system and capturing all of the contact information and process checks
• Forward all logged Service/Application calls to the respective Technical/Applications support teams
• Coordinate Customer Service Engineer visits for reactive and proactive appointments.
• Act as a point of contact for the Siemens switchboard for general Healthcare customer-related enquiries, forwarding them to the appropriate areas of the business
• Create and monitor spare part and test equipment orders as required by the Customer Service Engineer for planned visits and coordinate their delivery.

Your Expertise

• Experience dealing with customers over the phone and face to face
• Skills in handling several tasks at the same time against tight deadlines
• Experience working to deadlines in a pressurised environment and working in a team
• SAP experience (advantageous).
• 26 days' holiday with the option to buy or sell an additional 5
• Up to 10% employer pension contribution
• Share and bonus scheme
• Access to our flexible benefits from private medical insurance to dental cover
• Corporate Social Responsibility opportunities including 2 paid volunteering days per year and support from our 24/7 employee assistance programme

Who we are

We are a team of more than 71,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work

When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

As an equal opportunity employer, we welcome applications from individuals with disabilities.

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To all recruitment agencies:

Siemens Healthineers' recruitment is internally managed, with external support permitted only when a qualified supplier has established a formal contract with us. Unsolicited candidate submissions and referrals, absent a current supplier contract, do not establish consent and are ineligible for fees. We delete and destroy unsolicited information, thus, would recommend you refrain from any such practices. Your adherence to our policies is appreciated.