Customer Service Representative for Remote Care Solutions
hace 19 horas
About the Role:
We are seeking a highly skilled Customer Service Representative to join our team at Abbott Laboratories. As a key member of our support team, you will be responsible for providing exceptional service to customers via phone, email, and chat.
Job Description:
This role involves responding to customer inquiries, resolving technical issues, and escalating complex problems to senior specialists when necessary. You will work closely with cross-functional teams to ensure timely resolution of customer complaints and improve overall customer satisfaction.
Key Responsibilities:
- Answering customer inquiries regarding technical issues and product experiences
- Drafting Field Contact Reports (FCRs) to document patient and clinic system complaints
- Triage calls using approved troubleshooting procedures
- Providing product support on website navigation, mobile device setup, and telecommunication connectivity for Abbott-proprietary remote care products
- Participating in after-hours 'on call' support rotations to answer questions from customers and Abbott field personnel
- Maintaining professional communication with all levels of employees, customers, contractors, and vendors
- Performing other related duties as assigned
Requirements:
- Bachelor's degree or equivalent experience in customer service, IT, or a related field
- At least 1 year of experience in a customer-facing role
- Fully bilingual in Spanish and English
- Knowledge of computer systems including Word, PowerPoint, Excel, and Outlook
- Experience working in a biotech, bio-instruments, or medical devices industry is preferred
Working Conditions:
This position is office-based and requires regular attendance. Overtime may be required. We offer a competitive salary and benefits package to successful candidates.
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