Customer Care Center Representative

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Apply now for the position of Customer Care Center Representative - Based in Cairo, Egypt.

Your role:

Process Dispatch Requests:

• Receive requests from technical support and coordinate assigned dispatch requests
• Check Service Contract Level / Prepare Quote Task and follow up with CS sales/ASM
• Identify Suitable Field Staff by optimizing: qualification, availability, location, overtime
• Resolve resource conflicts by re-planning of activities within defined scope
• Manage escalations in case of unavailability of field staff according to defined process
• Communicate with end customer

Spare Part and Tool Handling:

• Coordinate spare part delivery and synchronization with CSE - optimize planning
• provide spare part status and link to tickets priority
• Control misuse parts by informing CSE before dispatch.

Monitor service delivery by field staff:

• Ensure Estimated Time of Arrival is met: replan changes and inform customer
• Control field staff on site time: replan changes where necessary
• Monitor spare part delivery status: replan changes where necessary
• Inform customer about changes to plan

Scheduling of Planned Service:

·Schedule field staff for planned service events such as preventive maintenance, updates and installation as per service requirements prior appointment with customer

Support the assigned field service team

• Support the Area Service Manager in all resource planning activities
• Record all relevant attendances and absences in the planning tool
• Maintain the after hours on call roster
• Coordinate travel planning booking for field service activities according to company policy
• Support the assigned field team with internal enquiries

Call Center

• Call receiving, call back and follow up calls to customers, and to ensure the following:
• No complaints regarding missing calls if there is investigate till have root cause
• No complaints regarding missing customer feedback if there is investigate till have root cause
• No complaints regarding missing recorded messages if there is investigate till have root cause

Your expertise and qualifications:

• Bachelor’s degree in accounting, arts, mass communication or any other related fields.
• More than 1-year experience related with customer care center and call center services
• Bachelor’s degree Excellent command in the English language written and oral communications.
• Have a very good knowledge in ERP Systems specially SAP.
• Advanced level to use Microsoft office specially Power BI, Excel & PowerPoint.
• Excellent communications and interpersonal skills.
• Ability to work within a multicultural environment.

To find out more about the specific business, have a look at Products & Services - Siemens Healthineers (siemens-healthineers.com)

Who we are:
We are a team of more than 71,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work:
When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Check our Careers Site at Careers (siemens-healthineers.com)

As an equal opportunity employer, we welcome applications from individuals with disabilities.

We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. Please create a profile within our talent community and subscribe to personalized job alert that will keep you posted about new opportunities.