Customer Experience Specialist

Job Description

Job Summary: We are seeking a dedicated and skilled Customer Experience Specialist to join our team at Healthcare. As a Customer Service Specialist, you will play a pivotal role in ensuring our customers receive exceptional support in using our products. You will be responsible for addressing customer inquiries, providing technical assistance, and guiding users through product features and functionalities. Your efforts will contribute to the establishment of our company's reputation for excellence in customer support within the healthcare industry. Responsibilities: Handle inbound calls & outbound calls from customers seeking assistance with technical issues related to our remote holter monitoring products. Provide timely and effective support to customers via email, chat, and other communication channels. Resolve customer queries and concerns efficiently, recommending appropriate solutions and troubleshooting steps. Document customer interactions, including issues raised, solutions provided, and follow-up actions taken, using CRM software. Adhere to Standard Operating Procedures (SOPs) and established processes to ensure consistent service delivery. Maintain accurate records and reports of customer interactions and support activities. Collaborate with cross-functional teams to address customer needs and resolve issues effectively. Demonstrate empathy and understanding when dealing with patients and caregivers, ensuring a compassionate and supportive approach. Uphold high standards of professionalism, patience, and courtesy, especially when handling challenging situations. Stay updated on product features, updates, and industry trends to provide informed support to customers. Work independently with minimal supervision, demonstrating strong initiative and accountability Preferred Qualifications: A Bachelor's degree in a science-related field or a diploma in life sciences your passion for science will be your greatest asset! Excellent communication skills, both verbal and written, with a focus on clarity and professionalism. Previous experience in customer service or a related role is a plus, but enthusiasm and a willingness to learn are equally valued. Familiarity with the healthcare industry, particularly remote monitoring technologies, is advantageous. Proficiency in using CRM software programs to manage customer interactions and data. Strong organizational skills and ability to multitask effectively in a fast-paced environment. Proficiency in basic operations of Windows and Microsoft Office applications. Ability to maintain composure and professionalism under pressure, with a positive attitude. Demonstrated patience and empathy when interacting with customers, especially in sensitive healthcare contexts. Willingness to collaborate with team members and management to achieve common goals. Motivated self-starter with a proactive approach to problem-solving and customer service. Commitment to upholding ethical standards and fostering a positive team environment.