Customer support specialist, Meylan (Dpt. 38)

Customer support specialist - Bilingual English / Deutsch

• Position located in France - Meylan (Isère-38)

Responsibilities

• Tel support for customers and sales force RTD concerning technical issues
• Giving procedural help, technical questions, product instructions, reagents, software and other applications
• Claim following and complying with Roche Quality approved system
• Provide feedback concerning client satisfaction
• Manage client satisfaction with external salesforce, regional sales management,
• Assist the trainers during customer training sessions and new Roche Employees
• Contribute to trend analysis based on customer claims indicating on daily and monthly call frequency trends
• Support specific projects in relation to time, cost and task
• Develop technical skills by exchange of knowledge with marketing team

Initial training and experience

• Bac+3 specialized in Science / Biology
• 1-3 years confirmed experience in Customer service, specifically in multicultural call centers

Knowledge, skills and abilities

• Bilingual English and working knowledge of another language is a plus
• Good communication skills, both oral and written
• Knowledge of laboratory procedures
• Working knowledge of office equipment and IT
• Training skills

Personal Skills

• Analytical approach and ability to resolve problems
• Good communication skills
• Team spirit
• Customer focused