Customer Experience Specialist

What You Can Expect

Responsible for providing an exceptional level of Customer Service to both internal and external Customers.

The role involves direct communication with Customers via telephone and email, as well as interacting with our SAP, Salesforce.com, booking app, and MyMediset system to process bookings, invoicing, replenishments, order queries/deliveries, etc.

How You\’ll Create Impact

• Communicate successfully with Customers (both internal and external) via the appropriate media, such as telephone and email.
• Learn and understand the importance of Zimmer Biomet products and services, applying empathy in discussions to recognize their impact on people\’s health and wellbeing.
• Create, release, and amend loan bookings from internal and external customers using \’My Mediset\’ software and the booking app.
• Provide usage reports/KPI reports as required.
• Follow up proactively on back orders.
• Initiate system queries to invoice and credit customers as needed.
• Work towards KPIs and ensure a high level of customer experience by answering incoming calls within the expected timeframe.
• Monitor queues within Salesforce to ensure timely completion of requests.
• Provide product price and delivery information.
• Arrange collections.
• Maintain orders on customer portals.
• Support patient-matched cement orders and customer-made orders.
• Produce customer feedback reports as required.
• Engage with and interact within a diverse team in an open-plan office environment.
• Perform other duties as assigned by the Customer Experience Supervisor/Manager.

What Makes You Stand Out

• Good working knowledge of Microsoft Office, including Excel, Word, and Outlook.
• Highly productive with the ability to prioritize and meet deadlines.
• Excellent attention to detail.
• Strong verbal and written communication skills.
• Desire for personal development and embracing change.
• Planning and organizational skills.
• Problem-solving and analytical abilities.
• Self-motivation and drive.

Your Background

• Relevant qualification in Customer Service or previous experience in a Customer Service team.
• Experience with Microsoft Office.
• SAP experience is an advantage.