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Rep IV, Customer Care Job

Remote Eligible: 
Onsite Locations(s): 

Gurgaon, IN

Additional Locations: 

Boston Scientific's hybrid workplace includes remote and onsite roles. By applying to this position, you will have the opportunity to discuss your preferred working location with your Talent Acquisition Specialist.

 

 Role Responsibilities 

  • Supports & develop strong customer insight using data analytics
  • Understands the needs and ’pain points’ of customers gathers suggestions on how to address customer ‘pain points’ and shares with stakeholders
  • Encourages team members to identify potential future opportunities to support customers and takes appropriate action
  • Creates and maintains strong connections with customers and beyond
  • Diffuses tension and manages conflict constructively with challenging customers
  • Prioritise actions that meet customer needs
  • Builds strong, collaborative relationships with other functions to deliver the right solution to the customer at the right time
  • Gaining support and resources from other departments while retaining overall responsibility for resolving customer issues
  • Keeps customers informed of actions being taken to resolve their issues
  • Identifies improvements to make process tools / documents more accurate, in collaboration with extended team
  • Ensures all customer data repositories are kept up to date with accurate information
  • Asks searching questions to understand the most complex and challenging customer issues
  • Analyses data across a wide range of customer issues to spot trends, anticipate potential issues and identify root causes of customer problems
  • Works with stakeholders to identify solutions that address customer issues
  • Supports team members in diagnosing more complex customer problems and identifying potential solutions 
  • Researches and identifies new technology that can improve own performance, and shares with team
  • Understands the concept like VOC & customer journey and should be able to execute the same
  • Shows change leadership in ambiguous environments, sets out the way ahead positively
  • Challenges the status quo and encourages others to consider new possibilities
  • Communicates change as an opportunity to do things differently
  • Shows personal drive and supports team with achieving objectives and targets
  • Adopts a courageous and positive approach to dealing with performance issues or conflict while keeping people on board
  • Earns respect and trust from others through supportive and authentic leadership behaviours
  • Influences and engages others through logical arguments and personal conviction
  • Delivers impactful communications to a variety of audiences and stakeholders
  • Communicates complex and technical topics in a way others can understand
  • Demonstrates strong insight into individual needs and drivers
  • Adapts message to needs of audience for maximum impact
  • Clearly expresses information and opinions, using different technology platforms, as appropriate
  • Uses emotional cues and reactions to understand others
  • Provides sensitive, supportive feedback to reassure and facilitate emotional maturity
  • Deals with challenging conversations in an open, supportive and constructive manner
  • Is resilient under pressure, deploys coping skills to deal with stress reactions and emotions, and supports the team in times of pressure
  • Sets clear goals and objectives, promoting mutual understanding across the team
  • Addresses low performance / unwanted behaviours
  • Supports team with resolving differences in opinion and to overcome barriers to collaboration

 Role Requirements 

  • Graduate degree with excellent communication skills
  • At least 5-7 years of relevant and progressive experience in customer care & understanding of tools.
  • Exposure to and experience working in regional/global customer care organization.
  • Strong phone contact handling and listening skills
  • Has a proven track record of managing multiple tasks within a matrix working environment and simplifying that matrix for stakeholders and team.
  • Strong process, project and time management skills with the ability to organize and handle multiple priorities.
  • Proactive, enjoys working in a challenging environment, results-oriented and a team player.

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Job Segment: Customer Service Representative, Customer Service

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