職位描述
Answering incoming calls of serviced products, help customers to solve operational questions and system setup according to the handbooks, ensure to solve customer requirements timely and help to effectively decrease depot and field repair request if there’s no failure with hardware;
主要針對全自動腹膜透析機產品，接聽使用者個人或者醫院客戶來電，根據相應的工作指引幫助客戶進行系統設置或操作指導。確保及時解決客戶需求，幫助有效減少非硬件故障的現場及中心維修；
· Log all service requests received into GSP in a timely and properly way;
及時、正確地將收到的服務請求錄入公司GSP服務管理系統；
· Assign the reported problems related to hardware to appropriate technicians as required;
如通過電話指導不能解決客戶問題，將分派給合適的工程師或者公司其它部門處理；
· Support HomeChoice / Claria operational training for sales/Mkt , or even external customer nurses
支持銷售/市場部同事或者醫院護士提供相關自動腹膜透析機等相關產品操作培訓/指導；
· Reset Claria Sharesource account password for patient’s
設置或者重新設置客戶儀器在網絡端賬戶信息；
· Report AE cases to comply with Baxter requirements;
根據百特要求及時報告不良事件；
· Identifies customer’s real requirements and provides a high level of professional customer service to increase customer satisfaction to Baxter.
識別客戶真實需求，提供專業、高水平的客戶服務以提高客戶對百特的服務滿意度。
· Updates customer service handbooks if need to ensure they could be appropriate.
在需要時更新客戶服務指引，以保證它們的適用性；
· Customer Support running in 24X7 model by 3 shifts work. There is night shift work around needed
· 客戶服務支持系統實施24小時全天候服務，工作安排通過輪班實現。會有夜班工作需求。
- College above and at least 2 years’ customer service working experience;
大專以上學歷，至少2年以上客戶服務相關工作經驗；
- Working experience in hospital as a nurse is preferred；
有醫院護士工作經驗者優先
能適應翻班工作制
- Good collaborative and communication skill to ensure inner-functional or cross-functional cooperation.
有良好的合作、溝通技巧以保證部門內或跨部門合作
- Patient, Pro-active and teamwork;
有耐心，積極主動并善于團隊協作
- Good skills in Microsoft Office (e.g. Excel, Word, Power Point, etc.) and other useful office applications
良好的辦公軟件應用能力
