Customer Service Representative
2 semanas atrás
At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby._
**Missão**
Guiar e auxiliar os clientes com eficiência e precisão, sempre visando a satisfação, esclarecendo dúvidas e agilizando processos. Buscar a excelência no atendimento, garantindo que nossos serviços sejam prestados em alinhamento com nossa política de qualidade.
**Responsabilidades**:
- Atender e, se necessário, direcionar chamadas telefônicas gerais.
- Atender parceiros e pacientes presencialmente quando necessário, fornecendo informações ou esclarecendo dúvidas sobre produtos e serviços.
- Agendar e organizar coletas realizadas pela equipe de enfermagem terceirizada, bem como informar o laboratório sobre os agendamentos.
- Agendar coletas com a Igenomix.
- Acompanhar leads e tarefas em andamento até o encerramento do caso no aplicativo de cadastro de pacientes (Salesforce).
- Agendar consultas com conselheiros genéticos e médicos geneticistas.
- Cadastrar no sistema os pacientes que passarão por aconselhamento genético e coletas agendadas.
- Acompanhar solicitações que necessitam de retorno de departamentos internos para garantir que as respostas sejam fornecidas aos clientes em até 24 horas.
- Solicitar e coordenar a entrega de kits de coleta e auxiliar na logística.
- Atentar-se aos detalhes e necessidades específicas dos clientes.
- Conferir a documentação necessária para a realização dos exames.
- Cadastrar pacientes, clínicas, médicos e dados clínicos relacionados a testes genéticos no sistema.
- Acompanhar e sinalizar pendências de documentação e dados no sistema.
- Verificar a conclusão das tarefas.
- Utilizar ferramentas de comunicação com a empresa, parceiros ou pacientes.
- Criar e configurar logins de acesso ao Portal Igenomix.
**Requisitos Desejáveis**:
- Capacidade de lidar com altos níveis de ambiguidade e estresse com empatia e excelência.
- Ensino médio completo.
- Domínio do Microsoft Office.
- Ensino superior desejável.
- Cursos voltados para atendimento ao público são um diferencial.
- Conhecimento intermediário em inglês e espanhol.
**Soft Skills**
- Disciplina e foco.
- Princípios éticos.
- Pensamento sistêmico.
- Proatividade.
- Forte habilidade de comunicação.
- Dinamismo e agilidade.
- Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalised genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of a fertility treatment._
- We are currently approximately 1 100 colleagues worldwide, with headquarters in Gothenburg, Sweden. Vitrolife Group's products and services are available in more than 125 countries through our own presence in 25 countries and a network of distributors. Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products and services with the vision of fulfilling the dream of having a baby. The Vitrolife share is listed on Nasdaq Stockholm._
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