Customer Care Advisor

At Hollister Incorporated we are committed to making a real difference in the lives of people who rely on ostomy continence and critical-care solutions. We develop manufacture and distribute high-quality medical devices from ostomy care products and skin barriers to continence care and wound & critical care supplies designed to restore comfort dignity and independence.
Our mission is simple yet powerful: to make life more rewarding and dignified for the people who use our products and services.

About the role:

The Secure Start Team aim to deliver world class customer service support to internal and external customers whilst promoting Hollister Ostomy products and services. The Customer Care Advisor is responsible for facilitating and building ongoing relationships with customers through the Secure Start Pathway through proactive outbound phone and email activity processing sample requests in an efficient and timely manner as well as supporting inbound customer queries by telephone and email. This position will also help educate customers on Hollister Ostomy products.

Responsibilities:
Secure Start
Set up all Secure Start patients in a timely manner.
Make outbound Secure Start calls in accordance with the pathway logging all patient interactions in SFDC updating the appropriate product/delivery company information after each interaction.
Ensure all Secure Start interactions inbound and outbound are categorized appropriately to facilitate robust analysis of the Patient outcomes.
Follow Pathways Intervention Protocols for escalation when required.

Customer Services
Manage and process sample requests and ensure proactive follow-up for end-users who are experiencing skin health issues and support Sales Representative samples requests to patients and hospitals
Take incoming calls made to our Advice & Samples free phone supporting end-users where appropriate
Manage the email inboxes responding promptly to end-user and healthcare professional queries
Set-up new patients on SalesForce ensuring that all the appropriate patient and product information is gathered for accurate sampling and ongoing follow-up
Use clinical guides and tools where appropriate to support patients find better solutions for their needs upgrading them from legacy products to the most technologically beneficial/new products within the portfolio
Log end-user concerns regarding product range and follow-up as per policies and procedures always demonstrating compliance with Data Protection requirements (GDPR)
Contribute to achieving overall Customer Service Team KPIs
Support Sales and Marketing Teams with literature and attendance at external events
Contribute to achieving overall Customer Service Team KPIs

Requirements
Ability to manage workload and deadlines on a daily basis
2 years experience in a customer service environment
Sales support experience desirable
Excellent communication and empathetic listening skills
Proficient use in Microsoft Office & Experience with CRM systems
Enthusiastic and reliable team player
Fluent in Polish Written & Verbal