Customer Service Representative (m/f)

Job description

We shape innovation in healthcare. For everyone. Wherever they are.

Siemens Healthineers' portfolio of innovative solutions plays a central role in clinical decision-making and the patient care journey. With a workforce of 69,500 passionate employees in over 70 countries, we push the boundaries of what is possible to help everyone live longer and healthier lives.

Are you looking to join an innovative company and become a part of transforming our healthcare system?

As part of the development of its activities, Varian Business Area is looking for the Customer Service Agent. This position will be based in Casablanca.

Varian, a Siemens Healthineers Radiation Oncology Business Area, we bring together the world's best talent to realize our vision of a world without fear of cancer. Together, we work passionately to develop and deliver easy-to-use, efficient oncology solutions.

We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.

Your Tasks and Responsibilities:

The Dispatcher/Customer Service Agent answers incoming calls of our field engineers and our customers, opens tickets (named Case in the Varian CRM SalesForce Unity tool) for each new call.

The Dispatcher/Customer Service Agent follows up the customer request of the Country/District in charge. The Dispatcher/Customer Service Agent determines the appropriate service responses by assigning the affair to the concerned services: Field Engineers, Hardware or Software Supports, Application Specialists, Logistic Supports or Manager in charge in case of Customer specific query.

Real interface between customers and technical supports, The Dispatcher/Customer Service Agent has to work closely with Service Managers and Field Office Administrators.

Some routine task performed by the FOA could be asked to be performed by the Dispatcher/Customer Service Agent as back-up during FOA absence.

The Dispatcher/Customer Service Agent will have to :

• Handle customers incoming calls, record them in the Varian CRM Data base, update the case
• Manage the Field Engineer planning efficiently in Unity (Corrective and Preventive maintenance and vacations) in order to have enough resources available for emergency breakdown
• Maintain the communication with customers
• Dispatch the calls towards Field Engineers, Technical and Logistics Supports, District Managers
• Follow up the customer request, from its opening up to its closing.
• Inform the District Manager of critical case which could lead to a customer’s complaint.
• Inform the Field Office Administrators of the necessary customer contact update, installed base or labor or parts quotations to be made.

Your Qualifications and Experience

• Highly effective interpersonal skills & communication skills.
• Possess a Customer Service background, ideally in after sales.
• Must be a self-motivated team player.
• Highly organized, multi-task oriented and works well in a changing environment.
• Computer literate with MS Windows and Office.
• Obtains and completes LMS / Learn4U training plan specific to assigned responsibility.
• Proficient in utilizing business tools such as: E-mail, Microsoft Word, Teams, Excel.
• Experience on CRM product like SAP Salesforce would be beneficial.
• Excellent fluency in French, English, verbal, spoken and written is mandatory Arabic is a plus.

GDPR

We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open.

Diversity and Inclusion

Diversity, Equity, and Inclusion are strong values that represent our company. We commit to studying all applications in accordance with these values and in full transparency.