Product Support Specialist (Female)



❖ Therapy and Product Knowledge

• Using proficient disease and therapy knowledge to support customers.

• Deliver safe and reliable customer service and product oriented technical support for Diabetes customers.

• Act on training and coaching to ensure up to date product and system knowledge is maintained to meet our expected quality standards and set operational targets.

❖ Call Management

• Respond to inquiries from customers concerning product operation, troubleshooting, specifications, warranty, and parts/accessories.

• Ensure on or above-target compliance with call quality standards

• Manage time effectively by prioritizing calls, follow-up and administrative tasks to achieve team and individual Key Performance Indicators (KPI).

• Demonstrate empathy, patience and resilience while safely assisting customers.

❖ Troubleshooting & Quality Management

• Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements.

• Accurately and consistently document customer feedback and troubleshooting completion.

• Ensure support and solutions provided are aligned with Department and Standard Operating Procedures.

• Coordinate return flow for all Diabetes products for quality analysis and ensure courier procedure flow.

❖ Core Elements

• Active and effective communication with customers, to record and present clear and concise information in a timely manner – both verbally and written.

• Ability to handle high stress environment and multiple tasks.

• Available to work during ordinary working hours & on-call outside of business hours

❖ Confidentiality

• The agent is supposed to sign a confidentiality agreement whereby company info should not be communicated to any other party

• The agents should not work with a competitive company to after they leave work by 12 months.

❖ Job effectiveness related tasks

• Active and effective communication with customers, placing the right order and follow up on it.

• Conduct customer surveys when asked to and if the regulations of the country permits

• Validate patients IB info in the system

• Follow up with the patient when any product related start up program applied

• Effective Documentations and statistics

• Deliver marketing messages and offers available/conduct campaigns in DTC markets.

• Mastering any requested field actions or recalls

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