Retina Pharmaceuticals is a reputable and dynamic company that represents globally recognized suppliers and specializes in trading high-quality diagnostics, life sciences solutions, ophthalmic products, water treatment solutions, and related products and services. Our business scope supports major fields of scientific and medical endeavors that are essential to the progress of our society and the betterment of mankind. Our personal motivation is to offer our customers the best quality solutions.

Job Summary:

The Customer Support Specialist/Call Center oversees installations, repairs, and maintenance activities. Responsibilities include coordinating resources, managing incoming calls, scheduling maintenance, ensuring compliance, and maintaining the call center system. This role requires adherence to international standards and regular reporting to the Warehouse Manager. Efficient communication and thorough organization are key to success in this position.

Responsibilities and authorities assigned

• Coordinate installations and de-installations by identifying resource availability, allocating and booking resources to undertake site inspections and confirming dates with relevant parties and on the system.
• Allocate resources to address incoming calls by receiving the requests, analyzing requirements, identifying required skills and resources, allocating and booking resources and providing feedback to the client and relevant manager daily and as required.
• Allocate resources to address emergency repairs by receiving requests, analyzing requirements, identifying required skills and resources, allocating and booking resources and providing feedback to the client daily and as required.
• Schedule preventative maintenance by identifying equipment that requires preventative maintenance, engaging with clients, identifying resources required and booking services with clients with service contracts, facilitating provision of quotes and booking appointments on receipt of purchase orders for clients without a service contract as required.
• Work closely with supply and logistics team to ensure on time replacement of spares utilized and new orders.
• Monitor potential compliance cases by identifying potential risks, identifying resources required and scheduling for investigation and communicating with relevant parties.
• Manage the call center system by defining parameters, updating the configuration, monitoring performance, identifying areas of risk, setting up and activating back-up systems, communicating with relevant parties and implementing corrective action.
• Maintain IMS requirements of international standard ISO 9001:2015, ISO 13485:2016, ISO 14001:2015 and ISO 45001:2018 ; throughout his/her activities to ensure that the best possible products and services are provided to customers.
• Regularly develop a report for the Warehouse manager and ensure their approval.
• Always adhere to the implementation of policies and procedures to ensure that the company complies with all quality, health, safety, and environmental and other regulatory requirements Perform any other duties assigned by Service Manage

Requirements

Professional qualifications and experience

• BSc in Medical Laboratory Technology or BSc in Bio Medical Engineering
• 3 year and above experience
• Excellent interpersonal and presentation skills, Microsoft Office Suite proficient to include Microsoft Word, Excel and PowerPoint Ability to work with appropriate sensitivity and sense of urgency for customer issue