Executive - Customer Service (Night Shift - Inbound Contact Center)

Position Objectives :

As a Customer Care Dispatch (CCD) Analyst, your fundamental role is providing support 24 hours a day 7 days a week, creating service calls and / or redirecting customer calls to a specialized support group and / or to our field engineers to provide immediate solution to all the doubts and issues which may arise with their radiographic equipment as well as consumables for said equipment. The Service Agent will also support Field Engineers who need to update cases, create invoices (feedback) specifying time and materials used to resolve customer issues.

Job Responsibilities :

• Provide help and support to customers, solving issues with their radiographic equipment and / or doubts about their accounts via e-mail, telephone or any other electronic device.
• Record all data provided by the customer in the systems, to make sure that the signaled issue will be solved, takes all and any relevant pieces of information to help solving the case, making sure the field engineers who are going to contact / visit the customer will be informed correctly and as rapidly as possible.
• Support Carestream Engineers who need to process an escalation with level 2 specialists on
• radiographic equipment.
• Understand and interpret customers’ needs.
• Identify issues and determine the best action to solve these within the department guidelines.
• Deliver customer satisfaction, internal as well as external, straining continuously to improve the service / products we provide.
• Convey relevant information regarding the success of the case efficiently and clearly to repair and solve customers’ doubts.
• Efficient multi-tasking management.
• Respond any questions on the status of a service call, account or equipment.
• Provide details on the dispatch process regarding customers’ equipment and / or complaints on service accounts.
• Follow up meticulously on open cases by L1 agents until fully closed.