Customer Service Representative for Remote Care Solutions

hace 19 horas


Alajuela, Alajuela, Costa Rica Abbott Laboratories A tiempo completo

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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