Customer Care Lead Technical Service Organization

4 dni temu


Wrocław, Województwo dolnośląskie, Polska Genpact Pełny etat

About Us

We are Genpact, 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.

Our Job Description

We are inviting applications for the role of CUSTOMER CARE FOR SERVICE DEPARTMENT MANAGEMENT TRAINEE GERMAN HYBRID WROCLAW.

Main Responsibilities
  1. As a CUSTOMER CARE TEAM LEAD, you will be responsible for managing the team of 10-15 resources for the Customer Care Service department.
  2. The team will be responsible for resolving service requests, making service order entries in SAP/Service Max, handling engineers' schedules, dispatch, and other such requests.
  3. You will handle high-priority and escalated requests for the team, identify customer problems, and resolve customer issues.
  4. Monitor team performance, perform quality checks, train, coach, develop knowledge repositories that will help the team resolve inquiries and service requests efficiently.
  5. Drive SLA adherence, conduct daily team huddles, and support as the first point of escalation.
  6. Perform monthly operational reporting to leadership (KPIs).
  7. Responsible for associate hiring, onboarding, and training, coaching through buddying and one-to-one support.
  8. Support business objectives; deliver a high level of service & performance.
Requirements and Qualifications
  • Minimum bachelor's university degree.
  • Experience in a similar role.
  • Strong stakeholders' management skills.
  • Excellent communication skills (verbal & written) and great customer focus is essential.
  • Experience with medical devices and equipment, PC/software/LIS/networking/database management knowledge is highly desired.
  • Experience with Lean, Six Sigma, and Digital Transformation.
  • Familiar with Medical Device Regulations (MDR), Compliance, and reporting.
  • Team handling experience in customer services – Dispatch, scheduling, contracting, Spare parts, Business support for the lab / medical device business would be desired.
Languages

Excellent English language skills.

Work Schedule

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

What We Offer
  • Attractive salary.
  • Stable job offer – employment contract.
  • Various trainings (initiating, soft skills).
  • Possibility of development.
  • Benefits (Insurance, Luxmed, Multisport, Lunchpass Card, additional vacation days, biking policy).


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