apac Technical Support specialist (nihonggo speaker)Abbott

JOB DESCRIPTION:
Primary Responsibilities and Duties
To include
Receive inbound Customer calls and email communications and address in a professional and friendly manner.
Review, prioritise and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.
Provide first level support in troubleshooting customer complaints across the designated product range by analysing customer problems and asking the appropriate questions to support resolution.
Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records.
Communication of complaint investigation conclusions to customers through written reports and phone conversations.
Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company.
To continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience.
Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the ARDx Technical Support team
Requirements
Minimum Qualifications: 3rd Level Certificate, Diploma or bachelor's degree (BS) in relevant discipline i.e. Biomedical Equipment Services, Medical Transcription, Healthcare Services, Nursing, Engineering discipline.
The individual will have a minimum of 2-3-years' experience working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.
Demonstrates the application of advanced problem-solving methodologies, is detail-oriented, a critical-thinker, and experienced at investigating and resolving complex issues
Demonstrates an advanced understanding of the principles of good Technical writing.
Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook
Fluency in a second language - Bahasa, Mandarin, Japanese, Korean, English
Strong written and verbal communication skills
The role is office based but a degree of flexibility is required.
Ability to take ownership, organise workload and change priorities quickly
Assume responsibility and accountability for daily tasks and highlights any risk to Team lead.
Proven ability to function in a self-directed environment, innovative thinker who is positive, proactive and readily embraces change.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
JOB FAMILY: Facilities & Maintenance
DIVISION: ARDx Abbott Rapid Diagnostics
LOCATION: Philippines
Taguig City : Rizal Drive, Corner 31st Street, Bonifacio One Technology Tower
ADDITIONAL LOCATIONS:
WORK SHIFT: Standard
TRAVEL: Not specified
MEDICAL SURVEILLANCE: Not Applicable
SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Abbott

Taguig City, Metro Manila
Permanent
Full-time