Analyst (Support & Operations) (US)

The Healthcare Specialist will be responsible for providing premier customer service on inquiries, processing orders, explaining client products, and handling complaints in a prompt, courteous, clear and concise manner.

Essential Duties and Responsibilities include the all or majority of the following below. Other duties may be assigned.

· Confers with internal and/or external customers in order to provide information about products and/or services such as processing customer requests, orders, cancel accounts or obtain details of complaints over the phone, by email, live chat, social media or other method of communication.

· Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.

· Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints.

· Assists with product or service related tasks and activities, which may include order processing, invoicing, researching accounts, order history, handling returns, client program policies and opening new accounts.

· Keeps records of customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken.

· Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty for the client.

· Documents Adverse Events and Quality Complaints.

· Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to the product or service, and/or in follow-up to a customer inquiry.