Executive - Customer Care

About Halma

Halma is a global group of life-saving technologies companies, driven by a clear purpose. We are an FTSE 100 company with headquarters in the UK and operations in 23 countries, including regional hubs in India, China, Brazil, and the US.

Our diverse group of nearly 50 global companies specialise in market leading technologies that push the boundaries of science and technology.

For the last 42 years, the combination of our purpose, strategy, people, DNA and sustainable business model has resulted in record long-term growth in revenues and profits and an increase in dividend by 5% every year- an achievement unrivalled by any company listed on the London Stock Exchange.

About Halma company Volk Optical Inc.

Volk Optical Inc. (www.volk.com) is a premier designer and US manufacturer of the highest quality portable ophthalmic cameras, lenses, surgical systems, and accessories used in the diagnosis and treatment of diseases of the eye.

Position Objective

At VOLK Optical Inc. our vision is to Eradicate Preventable Blindness through accessible Imaging of the Eye and in alignment with our vision The Customer Care Representative is responsible for all aspects of customer service in dealing with distributors, ophthalmologists, optometrists, and associated professionals in their purchase of Volk products. The customer care representative is the frontline contact for all incoming customer contacts (phone calls, social media, emails, etc) regarding Volk products, services, and features and as the face of Volk to ensure that all customers are treated in a professional, pleasant, and efficient manner to resolve their issues. The Customer Care Representative is expected to own the customer experience - think and act in ways that put our customers first; give them seamless service at every touchpoint and make them promoters of Volk products and services.

Roles & Responsibilities

Communicate with all types of customers to receive and process domestic and international orders; providing technical advice, quotations, service, and shipping information; and resolve billing issues
Utilize available resources to identify appropriate solutions for customers and ensure customer satisfaction through effective call resolution
Pursue additional new and complementary product sales to provide the best service
Actively work with the Volk sales team and distributors to meet sales targets
Develop deep expertise in local requirements of regions directly supported regarding shipping, export, banking, etc. Learn the general requirements of all regions for cross-training and back-fill requirements.
Communicate and work with sales associates to ensure leads and opportunities are actively pursued. Learn those aspects of Salesforce CRM as required to support this effort.
Process product loaners, repairs, and/or returns ensuring complete customer satisfaction
Provide trade show support - both coordinating and attending
Coordinate customer needs with other departments to ensure a high level of customer service is maintained
Leading and managing our E-commerce (ex. Amazon) portals and ensuring product listing and driving revenue growth
Willing to work according to different time zones.

Critical Success Factors

Able to quickly pick up on new processes and technologies without a lot of guidance
Demonstrated attention to detail and ability to effectively manage and track multiple commitments; effectively prioritize, follow up and meet deadlines
Excellent communication, interpersonal, and customer service skills, both oral and written, to effectively manage interactions with a culturally diverse customer base. Strong customer service focus. Ability to inform, teach and train
Able to exercise creative thinking to innovate and resolve customer problems within established policies
Ability to de-escalate and prioritize interactions with customers while delivering world-class customer satisfaction. Exhibits professionalism and composure in stressful situations
Proficient in Microsoft Office products and proven ability to learn and utilize new computer software quickly.
Ability to work as part of a team and independently.

Academic Qualification

A bachelor s degree along with higher qualifications would be an advantage.

Experience

6 to 7 years of experience with a minimum of 2 years of direct customer service experience in sales, marketing, billing, technical support, or related field. Experience in Healthcare would be an added advantage.

Key Attributes

Analytical approach to make data-driven decisions.
Excellent written and interpersonal communication skills.
Strong organization and project management skills
The candidate should be comfortable with working in a fast-paced, entrepreneurial environment. Passion for healthcare technology is a must.
Good Command of English (both written and verbal).