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Customer Service International Liaison
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Position Overview
The CSIL will handle multiple tasks and answer a variety of queries that will come from a diverse customer base to include health care professionals, cancer patients, and their family members, media representatives, insurance company claims managers, internal sales representatives, and others.
The impressions we create when we interact with those people who seek us out will play a significant role in establishing favorable perceptions of the Company. This is critical for a company continuing to establish its presence outside the United States across Europe, in Canada and Japan, and other locations around the globe.
This position is located in Zug, Switzerland.
Essential Duties
include but are not limited to the following:
- Answer in-coming calls to the customer service hotline during business hours and reply to phone messages left overnight when the phones are not staffed; document all calls according to customer service policy and procedures.- Assist and inform on product clinical requirements and sample accessioning processes within scope of expertise in accordance with official standard operating procedures (SOPs).- Address all clinical inquiries referencing the scripted responses available on our knowledge data base or according to training.- Oversee order fulfillment for all orders originating in EMEA to include assistance with the retrieval of specimens from submitting hospital and collaborate with field sales to ensure the ordering experience of the customer is seamless, timely, and effective.- Triage inquiries to the appropriate person, office, or department, accordingly, while supporting a seamless experience for the customer.- Provide inside sales support to the field sales staff, Regional Oncogenomic Liaisons (ROLs) Country Managers and Sales Ops, when needed.- Maintain a high level of account expertise and management as it pertains to our international partners and accounts.- Highly effective at assimilating a large body of complex scientific material and ability to handle technically complex data and to articulate technical concepts.- High level of empathy, enthusiasm, and self-confidence.- Maturity and good judgment to understand when to exercise initiative and handle queries directly and when to escalate queries to higher authority.- Excellent team player; highly effective in working with others but also capable of working independently, as necessary.- Ability to multi-task and strong attention to detail.- Ability to work in a fast paced, time-sensitive environment.- Highly effective at overcoming obstacles; tenacious and resilient.- Strong conflict resolution skills.- Willingness to adhere to strict procedures for database management and approved responses to selected queries.- Strong customer service orientation and willingness to prioritize needs of those seeking information.- Superior interpersonal and organizational skills.- Excellent listening and oral and written communication skills.- Professional telephone manner.- Ease of working with internal and external groups in reinforcing policy, as well as accepting suggestions for improvement.- Superb follow-through and relationship management skills.- Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.- Support and comply with the company’s Quality Management System policies and procedures.- Regular and reliable attendance.
Minimum Qualifications- High School Degree.- 3+ years of customer service experience.- Deep understanding of drivers of customer satisfaction and an overt willingness to be an internal champion for both the field sales team and healthcare providers.- Demonstrated ability to follow and/or developing SOPs.- Fluent to read, write, and speak in English.- Proficient with Microsoft Office Word, Excel, and PowerPoint.- Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
Preferred Qualifications- Bachelor’s Degree.- Fluent to read, write and speak German and/or French.- Knowledge of other European languages is a plus.- 3+ years of customer service experience in healthcare, lab, or pharmaceutical industry.- 3+ years of experience in a European billing and reimbursement environment.- Demonstrated understating of Salesforce and similar tools.
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