Customer Care Services

6 dni temu

Wrocław, Województwo dolnośląskie, Polska Genpact Pełny etat

Job Description - Customer Care Services - Senior Process Associate – Swedish - Remote PL (LIF019899)

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.

Responsibilities

  1. Response to customer inquiries via e-mail, telephone, fax, or system.
  2. Dealing with service requests, making service order entries in SAP/Service Max, handling engineers' schedules, dispatch, and other such requests.
  3. Order processing in relevant customer service systems including orders entry, maintenance, update, and status progress reviews.
  4. Develop and deliver analytical reports/dashboards to support key stakeholders as needed/required utilizing data and tools.
  5. Support systems-related administrative functions for ServiceMax and SAP and ensure data accuracy as required.
  6. Set-up and manage users as part of new user onboarding as needed.
  7. Support the testing of new features, enhancements, and report on results as needed.
  8. Coordinate with field teams to proactively avoid alerts/alarms and monitor and resolve remote alerts, alarms, and/or connectivity issues as they arise.
  9. Perform functions to ensure Life Sciences US Service Organization remains compliant with departmental procedures, Quality Systems, FDA, and other relevant regulations.
  10. Utilize systems to monitor and take action to correct non-compliant Cases/Work Orders or others as needed.
  11. Participate in audits as needed.
  12. Administer field calibrated tools as needed to ensure compliance.
  13. Collaborate with vendors and internal personnel to achieve desired results.
  14. Ensure info/documentation for calibrated equipment is maintained up to date, properly stored, and accessible.
  15. Ensure non-conforming tools are identified and restored to a conforming state.
  16. Provide ad-hoc support to internal and external stakeholders and collaborate to ensure service documentation and procedures are updated and compliant.
  17. Perform other tasks requested by the manager to reach team objectives or the company's objectives based on current needs.
  18. Actively participate in the ongoing assessment of customer support processes and incorporate approved improvements.
  19. Successfully graduate the training plan attached to the position and the tasks.
  20. Develop and update process documentation as needed.

Qualifications we seek in you

Minimum Qualifications / Skills

  1. Min. bachelor university degree.
  2. Excellent communication skills (verbal & written) and customer service skills.
  3. Strong analytical and organizational skills.
  4. Resilience and ability to work under pressure.
  5. Fluency in spoken and written English & Swedish is a must (any other European language would be a plus).
  6. Very good knowledge of Microsoft Office for work purposes esp. Outlook, Excel. ServiceMax knowledge would be an extra advantage as well as any kind of workflow/voice solution systems.
  7. Experience in customer service for the lab/medical device business would be desired.

What can we offer?

  1. Attractive salary.
  2. Stable job offer – employment contract.
  3. Various trainings (initiating, soft skills).
  4. Possibility of development.
  5. Benefits (Insurance, Luxmed, Multisport, additional vacation days, biking policy).

Shift Requirement

Standard Shift, Monday to Friday, 9:00 am to 5:30 pm (CET)

As an Equal Opportunity Employer, we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process.

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