Customers Care Specialist at Retina Pharmaceuticals

Customers Care Specialist

Employer: Retina Pharmaceuticals

Employment: Full-Time | Permanent

Place of Work: Addis Ababa - Ethiopia

Posted date: 1 month ago

Deadline: Submission date is over

About the job

The Customer Support Specialist/ Call Center is responsible for managing all customer and supplier communications, and addressing needs in a timely and appropriate manner. The role assists with troubleshooting technical issues, resolving service-related problems, and overseeing correspondence and interactions of FAS and FSE staff with customers.

Location Type: Office

Number of people required : 1Work

Key Responsibilities:

• Coordinate installations and de-installations by identifying resource availability, allocating and booking resources to undertake site inspections, and confirming dates with relevant parties. 
• Allocate resources to address incoming calls by receiving requests, analyzing requirements, identifying required skills and resources, and providing feedback to clients and relevant managers daily.
• Allocate resources for emergency repairs, analyze requirements, identify skills and resources, and provide timely feedback to customers.
•  Schedule preventative maintenance, engage with clients, allocate resources, and book appointments as required.
• Work closely with the supply and logistics team to ensure on-time replacement of spares and new orders.
• Record customer requests using the call center registration form.
• Prepare updates and reports on call center activities periodically to the Service Manager.
• Monitor potential compliance cases by identifying potential risks and opportunities, identifying resources required, scheduling for investigation, and communicating with relevant parties.
• Manage the call center system by defining parameters, updating the configuration, monitoring performance, identifying areas of risk, setting up and activating backup systems, communicating with relevant parties, and implementing corrective action
• .Maintain IMS requirements of ISO 9001:2015, ISO 13485:2016, ISO 14001:2015, and ISO 45001:2018 throughout all activities to ensure quality service delivery.
• Develop regular reports for the service manager their approval.
• Adhere to company policies and procedures to ensure compliance with quality, health, safety, environmental, and regulatory requirements.
• Perform other duties assigned by the Service Manager.