Customer Account Manager

As a Customer Account Manager, you join a human-sized customer service team. You are a key contact for patients, mainly by phone and email. Your role is to answer patients' requests, support them day to day and give them suitable answers, with listening, responsiveness and a service mindset, while handling the related administration (orders, invoicing and follow-up), following procedures.

• Answer incoming calls and customer email requests
• Inform and support customers in their choices (products, delivery times, reimbursement, etc.)
• Handle order management: receipt, checking and entry in IT tools
• Ensure supply of the ordered products
• Organize deliveries with carriers according to the company's transport plan
• Track orders until actual delivery
• Handle customer complaints and see to their resolution
• Update patient information in IT systems, following procedures
• Invoice the delivered products
• Electronically transmit invoiced files to payers and paying organizations
• Handle disputes related to the files followed
• Take part in debt collection, together with the accounting department

• Minimum Bac +2 education, ideally in administration, customer relations or sales
• A first successful experience in customer service, administrative management or telephone contact is appreciated
• Healthcare professionals (nurses, care assistants, etc.) wanting to move their career into customer service roles are also encouraged to apply.
• Service mindset and focus on customer satisfaction
• Empathy, patience and listening
• Good written and spoken communication
• Comfortable with telephone contact (listening, understanding the request, rephrasing, offering solutions, handling a daily call volume)
• Responsiveness and organizational skills
• Ability to build a relationship of trust with patients
• Ability to track your work, prioritize requests and update simple dashboards / reporting
• Comfortable with IT tools and administrative tasks