Executive Customer Service

Position Summary:

As a Customer Care Dispatch (CCD) Analyst your fundamental role is providing support 24 hours a day 7 days a week creating service calls and/or redirecting customer calls to a specialized support group and/orto our field engineers to provide immediate solution to all the doubts and issues which may arise with their radiographic equipment as well as consumables for said equipment. The Service Agent will also support Field Engineers who need to update cases create invoices (feedback) specifying time and materials usedto resolve customer issues.

Position Responsibilities:

• Provide help and support to customers solving issues with their radiographic equipment and/ordoubts about their accounts via e-mail telephone or any other electronic device.
• Record all data provided by the customer in the systems to make sure that the signaled issue willbe solved takes all and any relevant pieces of information to help solving the case making surethe field engineers who are going to contact / visit the customer will be informed correctly andas rapidly as possible.
• Support Carestream Engineers who need to process an escalation with level 2 specialists onradiographic equipment.
• Understand and interpret customers needs.
• Identify issues and determine the best action to solve these within the department guidelines.
• Deliver customer satisfaction internal as well as external straining continuously to improve theservice/products we provide.
• Convey relevant information regarding the success of the case efficiently and clearly to repair andsolve customers doubts.
• Efficient multi-tasking management.
• Respond any questions on the status of a service call account or equipment.
• Provide details on the dispatch process regarding customers equipment and/or complaints onservice accounts.
• Follow up meticulously on open cases by L1 agents until fully closed.

Required Skills & Education:

Education - Min Bachelors Degree/Graduate.

Language - Excellent verbal neutral spoken written English

Experience - More than 3 years experience in international call handling

Schedule - Flexibility to shift schedules in a 24/7 operations (mainly night shift 5:00pm to 6:00am & rotational)

Skills

• Strong Customer Service orientation
• Ability to articulate clearly.
• Readiness in data capturing.
• Interpersonal abilities.
• Strong coordination and coordination skills
• Ability to work in a fast-paced environment

Desired Skills:

Work Environment:

Physical Requirements: