Global Customer Care Specialist
4 tygodni temu
Life Unlimited. At Smith+Nephew, we strive to break barriers in living through our innovative technology.
The role of Global Customer Care Specialist - International Case Management involves executing customer cases received from various regions on the Salesforce cloud platform as assigned by local teams. The task entails receiving, handling, and closing customer requests in a timely, customer-oriented manner, while collaborating with stakeholders for optimal handling time and quality.
Key Responsibilities:
- Execution: Process customer cases received via Salesforce service cloud assigned by local teams
- Quality: Contribute proactively to case-solving accuracy, timeliness, and improvement topics
- Process Optimization: Participate actively in automation, improvement projects, system changes, or enhancements
- Communication: Collaborate with all team members to review workload, processes, concerns, and resolve issues in an agreed-upon model
- Documentation: Create and maintain country-specific documentation (SOPs) in response to changes, updates, or issues affecting existing processes or audit requirements
Requirements:
- Masters or Bachelors degree
- Order Management/Customer Service/CRM or SAP experience
- Excel/ERP/PowerPoint skills
- Strong communication, project management, and presentation skills
- Proficiency in English and Spanish (B2 level minimum)
We believe in fostering the greatest good for society. Our investments are in our people and patients. We're committed to inclusion, diversity, and equity. Learn more about our Employee Inclusion Groups on our website.
Your Benefits:
- Annual bonus
- Life insurance
- Company stock saving plan
- Paid volunteering hours
- Flexible approach
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