Customer Service Representative

3 days ago


Chester, Cheshire, United Kingdom Planet Pharma Full time

About Planet Pharma

">

We are a leading pharmaceutical company dedicated to delivering high-quality services to our clients. Our mission is to provide exceptional customer experiences through innovative solutions and teamwork.

">Job Description">

This role is responsible for providing technical support and application assistance to clients via various communication channels. The ideal candidate will possess strong customer service and technical aptitude skills, with the ability to troubleshoot and resolve complex issues.

">Key Responsibilities:">
  • Client Interaction: Respond to incoming calls, chats, and tickets, ensuring they are logged and resolved while setting clear expectations during initial interactions.
  • Ticket Management: Create and document all activities in the ticketing system (ServiceNow) according to quality standards.
  • Technical Support: Troubleshoot technical and application issues or escalate to Tier 2 teams as needed.
  • Problem-Solving: Investigate and resolve complex application and business process issues, identifying trends where applicable.
  • Follow-Up: Provide timely status updates and follow-ups on open tickets to meet SLAs.
  • Knowledge Management: Utilize the Knowledgebase to address inquiries and contribute by drafting articles to fill knowledge gaps.
  • Mentorship: Offer application and process training to team members and act as a subject matter expert or point of contact.
  • Quality Assurance: Assist with reviewing quality records as needed.
  • Project Participation: Support application testing, upgrades, deployments, and internal projects.
  • Translation Assistance: Perform occasional ad-hoc translation reviews.
">Requirements">
  • Languages: Native German is required; proficiency in English is essential.
  • Customer Service: Strong customer service and interpersonal skills are necessary.
  • Technical Aptitude: Proven ability to troubleshoot and research IT and application issues.
  • Communication: Ability to explain technical concepts effectively in both verbal and written formats.
  • Prioritization: Strong organizational skills to handle multiple tasks and prioritize effectively.
  • Teamwork: Collaborative mindset, willingness to share knowledge, and openness to learning new skills.
  • Process Improvement: Commitment to driving quality and innovation in service delivery.
">Benefits">
  • Competitive Salary: $60,000 - $80,000 per annum based on location, experience, and qualifications.
  • Flexible Working Hours: Ability to work rotating shifts every two weeks and periodically on bank holidays.
  • Hybrid Work Arrangement: Must work from the office at least 50% of the time and have a reliable broadband connection for remote work.
">

About Us

">

At Planet Pharma, we are committed to providing exceptional customer experiences through innovative solutions and teamwork. We believe in fostering a collaborative and inclusive environment that encourages growth and development.



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