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Customer Support Agent (Trilingual EN/FR/NL)

Location: Brussels, Belgium
Position Type: Unfixed Term
Job Function: Customer Service

A world leader in the field of in vitro diagnostics for over 55 years, bioMérieux conceives, develops, produces and markets diagnostics solutions (systems, reagents, software and services) intended for clinical and industrial applications, which determine the origin of a disease or a contamination to improve the health of patients and insure consumer safety.

bioMérieux is present in 44 countries and serves more than 160 countries with the support of a large network of distributors. Its corporate headquarters are located in Marcy l’Étoile, near Lyon, in France.

Joining bioMérieux is choosing to be a part of an innovative company with a long term vision, committed to the service of public health and carried out with a human-centered corporate culture.

Our Company offers numerous opportunities for professional development. You want to  help save lives across the globe? Join the 13,000 employees of bioMérieux!

 

 

 

What will your responsibilities be within bioMérieux?

The Customer Support Agent serves as a key customer service representative and is the initial point of contact for any incoming internal/external customer support requests to ensure high level of customer experience and satisfaction. In addition, the Customer support agent is in charge to communicate to internal /external customers about customer service related product changes or quality issues (Field Actions).

 

Main accountabilities:

  • Answer internal/external customer inquiries
  • Ensure proper internal/external feedback
  • Lead the troubleshooting analysis, diagnose and bring a solution to the customer or escalate to technical in-house or field expert
  • Prepare service work orders for field corrective interventions and update installed base with relevant information
  • Report all events in customer relationship management system to guaranty traceability according to company standards and regulation
  • Responsible for shipments/ collections/ redelivery of loaner equipment from/ to customer sites and from / to production sites, as well as responsible for the overall local stock of loaners
  • Communicate to internal /external customers about customer service related product changes (product recall, update/upgrade of software versions of equipment, update of user manuals or instruction of use). This includes:
  • Interpret the required actions in collaboration with the marketing and customer service teams
  • Define the impacted customer trace list targeted by the Field Action to estimate whether associated customer letters need translation to the local language and send customer letters consequently
  • Administratively manage and trace the different operations
  • Interact with internal departments (customer service teams, sales, marketing, supply chain, installed base and quality assurance) to achieve end-to-end execution
  • Perform other administrative and customer support related tasks as required by management

 

Who are you?

  • Medical secretary diploma or similar studies
  • Customer care experience in healthcare sector is an asset 
  • Interest in (biomedical) sciences  
  • Fluent in English, French and Dutch with strong verbal and written communication skills
  • Strong customer and solution oriented skills
  • Active listening, empathic, assertive
  • Confident, thorough and attention to detail
  • Organized, rigorous and autonomous and able to make decision
  • Ability to analyse & manage critical inquiries and stressful situations
  • At ease in digital environment (MS Office knowledge is key, Salesforce knowledge is preferred)

 

 

 

Working at bioMérieux means being involved long term with a pioneering, visionary and constantly growing company that allows its employees to live a stimulating and inspiring experience in a fulfilling work environment

Our internal mobility policy offers numerous opportunities for each of our 13 000 employees to blossom throughout their career, while respecting each employee’s individual talents as well as their personal and professional development.

At bioMérieux, over 200 professions - both scientific and non-scientific - offer our employees the opportunity to broaden their fields of expertise and develop cross-functional careers. We provide a rewarding experience in an international company that brings together talents from diverse backgrounds, thus fostering a daily aspiration to go beyond the limits.

Helping improve public health around in the world : our mission gives purpose to every profession practiced within the company.

bioMérieux is an Equal Opportunity, Affirmative Action Employer. M/F/Vet/Disability/Sexual Orientation/Gender Identity/GINA.

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