Customer Contact Representative - European Speaking

As a Customer Contact Representative at Clinigen, your key responsibilities include responding to inbound customer queries via emails and faxes, ensuring compliance with the department’s KPIs while managing response times within SLAs. You will also need to think creatively to provide solutions that meet customer needs, handle outbound calls, and manage a ticketing queue effectively while building relationships with customers and internal teams.

To apply for the Customer Contact Representative position at Clinigen, you should ideally have a fluent command of the relevant European language (both written and verbal) and education at A level standard. Additionally, demonstrable experience in a customer service environment and familiarity with handling customer accounts in a business-to-business setting are vital.

Clinigen supports its Customer Contact Representatives through a comprehensive benefits package that includes 27 days of holiday plus bank holidays, matched pension contributions, life assurance, and access to flexible benefits like shopping discounts. Regular salary reviews and recognition schemes also ensure that hard work is acknowledged and rewarded.

Essential skills for success in the Customer Contact Representative role at Clinigen include strong communication skills, both written and verbal, a good working knowledge of Microsoft Office, and the ability to manage inquiries swiftly. Also, developing relationships and demonstrating problem-solving capabilities are crucial to enhancing customer satisfaction.

Yes, prior experience in customer service is required for the Customer Contact Representative position at Clinigen. Candidates should demonstrate a solid track record of working in a customer-focused role, showcasing their ability to manage inquiries and maintain effective communication with clients.

When answering this question, highlight specific experiences where you've successfully handled customer inquiries or resolved issues. Provide examples that illustrate your skills in navigating challenges and how you built relationships, as these are crucial aspects of a Customer Contact Representative.

You can explain your approach by describing a systematic method you use to assess the urgency of inquiries and allocate your time effectively. Mention tools or techniques you've employed that resulted in efficient management while still meeting customer expectations.

Here, share an example where you turned a negative experience into a positive outcome. Describe your approach to listening actively, empathizing with the customer, and taking necessary steps to resolve the issue while keeping your professionalism intact.

Detail the tools and organizational strategies you utilize daily—whether it’s a task management software or a personal system—and how these practices help you maintain efficiency, especially when dealing with multiple customer inquiries.

Reflect on qualities such as empathy, communication skills, and problem-solving ability. Support your statement with examples from past roles where these qualities contributed to customer satisfaction.

Relate your understanding of company policies and how you integrate them into your everyday communications. Emphasize your commitment to providing accurate information while adhering to guidelines.

Share a specific instance where you provided exceptional service, detailing the situation, your actions, and the positive outcome. This will show your commitment to customer satisfaction and proactive problem-solving.

Communicate your passion for customer service and how it aligns with Clinigen's mission. Discuss your interest in healthcare and how you believe you can contribute to improving customer experiences within the company.

Discuss your adaptability and eagerness to learn new tools. Provide examples of past situations where you quickly learned a new system and how it improved your efficiency or effectiveness in customer service.

Explain that you would remain calm and transparent, reassuring the customer you'll find the answer. Describe how you would utilize internal resources or collaborate with teammates to provide the required information, emphasizing your commitment to customer satisfaction.