Customer Service Support Specialist

Job Description Summary

Customer Service Support Specialist

As a Customer Service Support Specialist, you will play a pivotal role in our customer service team. Reporting directly to the Customer Service Project & Digitalization Manager, you will be responsible for monitoring customer service metrics, ensuring data quality, and ensuring process compliance. Additionally, you will serve as an administrator and superuser for our digital tools, including the Contact Center and Case Management technology.

Job Description

We are the makers of possible.

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Customer Service Support Specialist

Why Join Us?

A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

Customer Service Support Specialist

Become a maker of possible with us!

Key Responsibilities:

Metrics Monitoring and Advisory:

• Monitor customer service metrics, data quality, and process compliance.
• Provide guidance to the Country and European Customer Service Teams on optimizing productivity, risk reduction, and achieving target service levels and KPIs.

Customer Service Support Specialist

Process Gap Analysis:

• Analyze customer service metrics to identify gaps in processes or information flow.
• Collaborate with the Country and European Customer Service Teams to close these gaps effectively.

CS Metric & Dashboard Definition:

• Define the necessary customer service metrics.
• Ensure alignment with business goals and performance tracking.

Customer Service Support Specialist

Platform support:

• Support the Country Customer Service Teams in setting up and maintaining their Contact Center structure.
• Manage Contact Center users, groups, call flows, queues, and scripts.
• Troubleshoot issues and optimize the Contact Center setup.

Super user network ownership:

• Provide trainings & material on Contact Center & Case mgmt. best practices and how to’s for the local super users.

Customer Service Support Specialist

Knowledge Management:

• Maintain the Customer Service Knowledge database.
• Create new training documents as needed.

Skills & competencies:

• Bachelor’s degree in a relevant field (e.g., Business, IT, Communications, … )
• Analytical, attention for detail and problem-solving skills with the ability to drill-down for root causes and setup corrective actions.
• Action and result driven, demonstrated execution skills.
• Familiarity with Contact Center tools and Salesforce.com is a plus
• Good communication skills in English
• Strong team player that is able to work independently & remote
• Ability to multi-task and prioritize in a challenging, fast-pasted, dynamic environment.
• Fluency in English both written & oral mandatory, any other language will be an asset.

Customer Service Support Specialist

What can you expect from us?

• A varied function with international contacts within a company with an important social contribution in a value-driven organization.
• An informal working atmosphere and a great team within a dynamic corporate culture and an environment that lets you grow and develop.

Click on apply if this sounds like you!

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.