Bilingual Customer Response Center Associate

Responsibilities

• Provide bilingual responses to telephone and written inquiries about our products, devices, services and policies
• Identify, report and complete all necessary follow-ups on adverse events and product complaint activities
• Liaise with other departments to resolve inquiries and obtain product and service updates
• Efficiently process drop shipments, vendor order process and product replacement needs
• Participate in the deployment of marketing activities, programs and brand strategies.
• Provide first level medical information and sales support
• Solicit, capture and identify customer feedback and opportunities for process enhancements
• Train customers and solve device issues in an efficient and easy-to-understand manner.
• Successfully navigate a variety of computer-based applications and systems
• Participate in customer service and process improvement initiatives with cross-functional team members
• Order and return processing, including debit, credit and product sample requests, as well as vendor order placement
• Work with external vendors on account escalations, process development and program management and supply chain requests
• Thoroughly understand and apply knowledge of local affiliate standard operating procedures, tools, and business processes
• Assist with front reception backup coverage responsibilities
• Occasional after-hours emergency response action required
• Effectively manage incoming call requests and recognize and adapts to cultural differences and communication preferences

Completes required training and departmental enhancement activities, taking action on competency-related feedback to maximize the development of skill sets that benefit the company and their career objectives.