职位描述
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;
主要针对全自动腹膜透析机产品，接听使用者个人或者医院客户来电，根据相应的工作指引帮助客户进行系统设置或操作指导。确保及时解决客户需求，帮助有效减少非硬件故障的现场及中心维修；
· Log all service requests received into GSP in a timely and properly way;
及时、正确地将收到的服务请求录入公司GSP服务管理系统；
· Assign the reported problems related to hardware to appropriate technicians as required;
如通过电话指导不能解决客户问题，将分派给合适的工程师或者公司其它部门处理；
· Support HomeChoice / Claria operational training for sales/Mkt , or even external customer nurses
支持销售/市场部同事或者医院护士提供相关自动腹膜透析机等相关产品操作培训/指导；
· Reset Claria Sharesource account password for patient’s
设置或者重新设置客户仪器在网络端账户信息；
· Report AE cases to comply with Baxter requirements;
根据百特要求及时报告不良事件；
· Identifies customer’s real requirements and provides a high level of professional customer service to increase customer satisfaction to Baxter.
识别客户真实需求，提供专业、高水平的客户服务以提高客户对百特的服务满意度。
· Updates customer service handbooks if need to ensure they could be appropriate.
在需要时更新客户服务指引，以保证它们的适用性；
· Customer Support running in 24X7 model by 3 shifts work. There is night shift work around needed
· 客户服务支持系统实施24小时全天候服务，工作安排通过轮班实现。会有夜班工作需求。
- College above and at least 2 years’ customer service working experience;
大专以上学历，至少2年以上客户服务相关工作经验；
- Working experience in hospital as a nurse is preferred；
有医院护士工作经验者优先
能适应翻班工作制
- Good collaborative and communication skill to ensure inner-functional or cross-functional cooperation.
有良好的合作、沟通技巧以保证部门内或跨部门合作
- Patient, Pro-active and teamwork;
有耐心，积极主动并善于团队协作
- Good skills in Microsoft Office (e.g. Excel, Word, Power Point, etc.) and other useful office applications
良好的办公软件应用能力
