Customer Care Specialist - French Speaker (Paternity leave)

Rhian_Convatec; Wales; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global medical products company in Wales is looking for a Customer Care role, serving as a key contact for customers. Responsibilities include managing claims, reporting on KPIs, and collaborating with finance. The ideal candidate should have strong customer service and data analysis skills, along with proficiency in SAP and advanced Excel. This position promotes continuous improvement and relationship development within the organization.

Qualifications

• Proven experience of claims/query management in a health care environment.
• Ability to communicate effectively at all levels.
• Competent in using Excel/Word & Data Cubes.

Responsibilities

• Act as the first point of contact for customers and manage claims.
• Investigate claims within SLA and communicate outcomes.
• Identify opportunities for process improvement.

Skills

Customer service skills

Data analyzing

Strong communication skills

Interpersonal skills

Motivational skills

Education

Formal qualifications in Export and Customer Service

Tools

Microsoft Excel

SAP

Job description

About Convatec

Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With more than 10,000 colleagues, we provide our products and services in around 90 countries, united by a promise to be forever caring.

Position overview:

Reporting to the Manager of Customer care, this role is the first point of contact for our customers, being a trusted source of information for them. Responsibilities include: primary Customer and 3pl liaison, claims and queries management; but, additionally, reporting and KPI data. Collaboration with other areas of the business such as Finance and Masterdata.

Key Responsibilities:

• Raise claims within SLA, investigate to resolution, communicate outcomes.
• Measures of success in the role will be by clear objectives and KPI reports to support daily activity and performance measurement.
• Identify opportunities for continuous improvement.
• Demonstrates a sense of urgency in respect of ensuring work is completed quickly and accurately.
• Strong communication skills both oral and written ensuring desired outcomes are understood and achieved.
• Has good interpersonal skills, able to deal at all levels, develops relationships within the organisational structure to assist in goal achievement.
• Coordinate and assist with audit requirements.
• Must be proficient in standard software applications including Microsoft Outlook and advanced Excel skills and to have a complete understanding of Sales and Distribution modules of SAP.
• Demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems.
• Act with empathy and respect in all transactions.
• Living our values.

Skills & experience:

• Proven experience of a Customer facing, claims/query management and distribution role preferably in a Health Care environment.
• Ability to communicate at all levels within the organisation.
• Proven data analysing skills and an ability to translate tasks into action plans and deliver to timelines.
• Fully competent in oral and written communications.
• Strong motivational skills

Qualifications/education:

• Subject matter knowledge
• Customer Service skills
• Formal qualifications in Export and Customer Service
• Fully competent in oral and written communications and must be able to demonstrate proven interpersonal skills
• Competent in using Excel/Word & Data Cubes
• Competent in using Database reporting repositories
• Excellent reporting skills
• Proficient communicator both written and verbal
• Able to operate in a Team environment

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.