ProCare Customer Experience Lead Representative

Stryker; Newbury; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading medical technology company is seeking a professional for a customer service role in Newbury, UK. Responsibilities include processing repair orders, managing customer communication, and resolving issues. The ideal candidate will have strong IT skills and experience in technical customer service. The position offers a full-time hybrid work model, with travel up to 10%. The role is suitable for candidates who can collaborate effectively and exhibit a customer-focused approach.

Qualifications

• Ability to build relationships with customers and colleagues.
• Proactive and professional communication with Sales team and customers.
• Advanced IT skills including MS Excel, Outlook, and Word.

Responsibilities

• Process repair and work orders managing loaners.
• Handle returns and collections, ensuring proof of delivery.
• Communicate with internal and external customers.

Skills

Customer Service

Data Entry

Computer Skills

Typing

Basic Math

Tools

MS Excel

MS Outlook

MS Word

ERP systems

Job description

Work Flexibility: Hybrid or Onsite

What you will do

• Processing Repair / Work Orders incl. Loaner management
• Arranging returns and collections and handling proof of delivery and pricing requests
• Handling incoming e-mails and calls
• Proactively communicating with internal & external customers
• Investigating and resolving invoice disputes
• Logging and follow up of issue resolution and related communication back to the customer
• Take responsibility for executing tasks and supporting colleagues across several complex areas / processes and queries
• Work with your colleagues to effectively organize and prioritize the tasks within your specific areas
• Working collaboratively with other functions and divisions on cross-functional or customer specific topics
• Assist in supporting and training more junior colleagues
• Act as a mentor for more junior customer service representatives

What you will need : Essential

• Has demonstrated the ability to build strong relationships with customers and colleagues
• Can communicate proactively and professionally with Sales team members and Customers
• Ability to adapt to different types of people and situations to ensure positive outcomes
• Advanced knowledge of MS Excel MS Outlook MS Word Internet
• Good ERP system knowledge

Desirable

• 5 years in technical customer service order management or contact center roles
• Solid understanding of Customer Service process flows
• Solid understanding of good documentation practices and documentation retention
• Experience in service and maintenance order management or technical customer contact processes
• Has some experience of handling difficult situations independently
• Working level of English

Competencies / Behaviors

• Being able to stay in act and to remain calm under pressure whilst communicating effectively to customers and other stakeholders
• Proven ability to solve problems and queries
• Ability to work on their own initiative prioritizing and organizing workload based on their own experience as well as input from supervisor
• Highly customer focused
• Strong collaborator which sets high performance standards
• Strong internal drive and motivation to make a difference
• Positive optimistic mindset and can-do attitude
• Initiator that can identify and initiates actions to improve process outputs on Service Cost & Quality
• Acts with integrity
• Ability to make autonomous decisions on operational and tactical levels
• Willingness to develop lean approach. Solid troubleshooting and problem solving skills under pressure are required

Travel Percentage : 10%

Required Experience :

Unclear Seniority

Key Skills

Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

Employment Type : Full-Time

Experience : years

Vacancy : 1