Customer Contact Specialist - Randstad Delivery (GBS) : Job Details

Job title: Customer Contact Specialist

Location: Maidenhead

Contract length: Until 31/12/2025

Pay rate: £15.60 per hour (£31,000 per annum)

From removing the regular pain of fingersticks as people manage their diabetes to connecting patients to doctors with real-time information monitoring their hearts, from easing chronic pain and movement disorders to testing half the world's blood donations to ensure a healthy supply, my clients' purpose is to make the world a better place by bringing life-changing health technologies to the people who need them.

Primary Objective of Position

The Customer Contact Specialist is primarily responsible for accepting and forwarding incoming customer calls. Incoming calls may arrive via telephone, email and on-line media and are entered by the Customer Contact Specialist in CMSNext and forwarded to the responsible Customer Support Center Specialist (in order to initiate a call back). Responsible for maintaining call back times and field engineers communications occur.

Major Accountabilities

• Works responsible and independently
• Forwards customer requests and/or processes this task immediately
• Ensures service level according to the goals
• Identifies customer needs and addresses these
• Maintains the workplace-related documentation
• Additional responsibilities may be added to support Customer Service Center Specialists, e.g. if applicable to support in performing Field Action Effectiveness Checks.

Background Knowledge

• Knowledge of the processes and terminology of a lab environment but not essential
• PC operation, Microsoft office
• Technical knowledge desired but not essential
• SkillsHighly developed communication skills and ability to demonstrate empathy and engagement with customers.
• Ability to identify and drive resolution of issues.
• Good customer orientation
• Team player and ownership driven.

Experience

• Successful engagement with customers, specifically lab staff desired but not essential
• Experience in call centre/customer service environment

Randstad Business Support is acting as an Employment Business in relation to this vacancy.