Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.

Abbott serves the Irish market with a diverse range of healthcare products including diagnostics, medical devices and nutritionals products. In Ireland, Abbott employs over 4,000 people across nine sites. We have six manufacturing facilities located in Clonmel, Cootehill, Donegal, Longford and Sligo and a third-party manufacturing management operation in Sligo. Abbott has commercial, support operations and shared services in Dublin and Galway. We have been operating in Ireland since 1946.

Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies to support diagnostic testing which provides important information for the treatment and management of diseases and other conditions. IDEM is an over a billion-dollar business unit that now support significate growth for Abbott in COVID-19 related products in over 70+ countries.

MAJOR RESPONSIBILITIES:

• Receive inbound Customer calls and email communications and address in a professional and friendly manner.

• Provide first level support in troubleshooting customer complaints across the designated product range by analysing customer problems and asking the appropriate questions to resolve.

• Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records.

• Communication of complaint investigation conclusions to customers through written reports and phone conversations.

• Review, prioritise and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.

• Resolve and address any complaints or inquiries within the targets described within the key performance indicators for individuals, the team and the company.

• To continually evaluate and identify opportunities to drive process improvements that positively impact the customer experience.

• Develop and maintain areas of expertise in product specialisms required for role; sharing and expanding knowledge within the ARDx Technical Support team.

EDUCATION & COMPETENCIES:

• Minimum Qualifications: 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline.

• The individual will have a minimum of 1-year experience working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.

• Demonstrates the application of problem-solving methodologies, detail-oriented, a critical-thinker, experienced at investigating and resolving complex issues.

• Demonstrates an understanding of the requirements of Technical writing.

• Computer Literate; proficient in MS Word, PowerPoint, Excel and Outlook.

• Fluency in French required.

• Strong written and verbal communication skills.

• The role is office based but a degree of flexibility is required.

• Ability to take ownership, organise workload and change priorities quickly.

• Assume responsibility and Accountability for daily tasks and highlights any risk to Team lead.  

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