Job Purpose
Customer Service Representatives are responsible for answering inbound calls, emails, and messages from clients receiving Visby products, providing clear information, guidance, and support regarding the products. Ensuring a positive and efficient customer experience.
Specific Duties and Responsibilities
- Always adheres to HIPAA Law
- Answer requests for support via a chat feature of the account's Medical App, by phone calls to customer support, or by email.
- Handle all requests for support based on pre-approved scripts and/or the exact content of the product’s user instructions, instructions for use, frequently asked questions and/or content on account's website that is dedicated to OTC products.
- Never allowed to provide medical advice, outside of reading the exact content from approved materials, including scripts, the product’s user instructions, instructions for use, frequently asked questions and/or content on account’s website that is dedicated to OTC products.
- Record all customer support activities in the Customer Support Module of Salesforce in real time.
- Provide technical support issue and should have a case with a description of support activity and the resolution.
- The customer compliant unit may review cases to ensure compliance with the complaint handling process.
- Only trained Customer Support Agents and the Compliant Handling Unit staff are authorized to handle and record PII and SPI from OTC customers.
- Record PII and SPI in the chat feature of the Visby Medical App, in the Salesforce customer support module, and in the case of an order/ replacement using approved order processing tools as outlined in account's OTC PII and SPI Data Matrix. · Make every effort to limit the collection of PII and SPI only to what is needed to provide customer support.
- Only disclose PII or SPI to the compliant handling unit or as authorized in the account's OTC PII and SPI Data Matrix.
- Immediately report any potential cybersecurity or data privacy incident to Customer Support Leadership. Customer Support Leadership will investigate the potential incident and report it to the PSO and/or DPO, as soon as possible, typically within one working day.
Requirements and Skills:
- Prior Customer service experience
- Prior knowledge of Retail Ops or similar order processing system a plus
- Good communication skills
- Ability to learn quickly
- Positive attitude
- Desire to help customers
- Strong written skills · Quick learner who can pay attention to detail
- Ability to work well in a team
- Preferably with prior data entry or CSR experience