Customer Service Coordinator

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

Customer Support Agent - 9 month maternity cover

POSITION SUMMARY

Provides after-sales customer service. Organise, deliver and maintain reliable customer service, supporting both external an internal customers, creating and invoicing service requests and support operational excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide after-sales customer service, assuring high customer satisfaction.
• Answer customers’ inquiries (phones support and email to case management) in an efficient, accurate and professional manner. 
• Formally document customer complaints / service notifications and interactions, in line with company guidelines.
• Create service work orders for customer repair requests. Process all requests from customers to supply, remove and service products.
• Provide customer quotations for repairs
• Add service contracts to the system and set Preventative Maintenance plans.
• Invoice contracts and chargeable service repairs through the service order management systems, ensuring all invoices are correct and tight deadlines are met
• Transfer complaints for investigation and resolution to the relevant people and or departments when necessary.
• Leverage company knowledge and resources to ensure the delivery of valued, cost-effective after-sales service and technical support to customers, technical service providers and Baxter colleagues within Sales & Marketing, Customer Services, Product Services and R&D/ Engineering.
• Develop and maintain strong working relationships with distributors, customers, technical service providers and Baxter colleagues within Sales & Marketing, Customer Services, Products Services, Field Services and R&D/Engineering.
• Support all internal colleagues as and when required, communicate effectively and process all actions required.
• Other duties may be assigned as needed.
• Ensure all procedures and internal processes are adhered to
• Ensure that all information supplied and assigned has complete and accurate information
• Provide effective team input and support the team on all occasions

EDUCATION AND EXPERIENCE

• Minimum of 2 years of customer service experience and/or experience
• Track record in customer service excellence preferred
• Good command of English, both oral and written
• Computer literate with good keyboard skills
• Excellent telephone manner with good interpersonal skills

QUALIFICATIONS AND SKILLS

• Excellent communication skills on different levels.
• Customer focused mindset.
• Ability to switch quickly between tasks and processes.
• Strong time management / planning skills.
• Ability to identify process improvement opportunities and escalate it to Management.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.