Customer Service Coordinator (m/f)

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Abbott Diabetes Care (ADC) in Wiesbaden / Delkenheim is looking for a Customer Service Coordinator (m/f) . The positionholder owns the Management of (external 3rd party) customer service team(s) in consideration of quality policies. His focus will be FreeStyle Libre , a breakthrough technology of Flash Glucose Monitoring. 

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Freestyle Libre is directly available for clients/patients only on our web-shop. This is a critical role reporting to the Customer Service Manager, POC and Key Account Management. Responsibilities: Understanding and improving client satisfaction levels measured in Net Promoter Score (NPS), identification of process gaps and development of mitigation plans Analyzes and improves all aspects of customer experience to ensure and increase customer satisfaction Analyzes and improves existing processes and implements new (smart and lean) processes if appropriate. Maintains customer satisfaction by providing problem-solving resources (measured in Net Promoter Score – NPS and defined key performance indicators) Accomplishes customer service human resource goals by orienting, training, assigning, scheduling, coaching external call agents Achieves customer service objectives by preparing and completing action plans; implementing high productivity, quality, and customer-service standards; resolving problems independently; identifying customer  Online job news 24  service needs; determining system improvements; implementing change management and KPIs. As the key owner of customer satisfaction, helps define and improve the customer-related escalation and communication paths among the various departments (QA, Order Entry, Logistic, Sales & Marketing). Initiates and drives projects to achieve customer satisfaction in all commercial areas. Investigates any service level discrepancies and takes corrective action to ensure continuous process improvement. Builds and maintains strong cooperation with external 3rd party customer service team Qualifications: Post graduate diploma or University degree and/or adequate degree and on-the-job business exposure. 1 to 3 years of work experience required Proven project management skills Action oriented Strong analytical skills Call center and/or customer service work experience. Experience in organizations promoting end customer products online Fluent in German and excellent English skills Travel up to 50% JOB FAMILY: Customer Service DIVISION: ADC Diabetes Care LOCATION: Germany > Wiesbaden-Delkenheim : G20 ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Yes, 50 % of the Time MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Not Applicable

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