Customer Care Representative

Work mode: Hybrid

Onsite Location(s):

Istanbul, TR

Additional Locations: N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

Customer Care Representative, Turkey

Core Objective:
The core objective of this role is to ensure the best customer experience for local customers (direct market) and support the Customer Services Manager in maintaining the goals and objectives of the department aligned with company strategy.

Key Responsibilities

Be the first point of contact for customers, providing exceptional service and resolving inquiries professionally and efficiently.
Ensure customer satisfaction by addressing needs and offering timely and accurate solutions.
Respond to incoming emails and calls, addressing inquiries, complaints, and requests.
Assist customers in placing orders and provide guidance/support as needed.
Resolve customer issues and concerns courteously and in a timely manner.
Provide product information, including availability and pricing.
Collaborate with other departments to resolve complex issues and follow up with customers as needed.
Keep accurate records related to customers, interactions (e.g., Service Cloud), and transactions (SAP).
Provide feedback on the efficiency of customer service processes and suggest improvements.
Work with relevant stakeholders to standardize local processes and minimize exceptions.
Provide frontline support for critical issues, consignment issues, and value-added services.
Analyze customer requirements and support others to achieve anticipated results.

Quality System Requirements

Ensure awareness of and compliance with applicable standard operating procedures.
Champion all quality and regulatory commitments of Boston Scientific.
Track completion of mandatory training.
Demonstrate commitment to patient safety and product quality.
For supervisory roles:
- Maintain appropriate resources (personnel, tools, etc.) to ensure Quality System compliance.
- Promote a work environment that supports the Quality Policy and Quality System.

Job Scope and Leveling Guidelines

Functional Knowledge

Apply in-depth knowledge of customer service responsibilities, specialized skills, and expertise in customer care processes, procedures, and systems (e.g., SAP, Service Cloud).

Business Expertise

Understand how the team contributes to achieving objectives and how related teams coordinate efforts to achieve shared goals.

Leadership

Provide guidance on processes and procedures to junior team members.
May allocate work to others.

Problem Solving

Propose solutions to complex, atypical, or infrequent issues using proven processes and precedents.
Recommend continuous quality improvement methods.

Impact

Influence own team and closely related teams.
Develop improvements to processes and procedures to enhance team efficiency.

Interactions & Communication

Evaluate and communicate complex information clearly to internal stakeholders and occasionally to external stakeholders.

Requisition ID: 617716

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!