Specialist II - Customer Support job opportunity at Cencora.

Home Jobs In Lithuania Tag: Job Specialist II - Customer Support position at Cencora


DatePosted 10 Days Ago bot
Cencora Specialist II - Customer Support
Experience: 4-years
Pattern: full-time
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degreeAssociate
loacation Vilnius, Lithuania, Lithuania
loacation Vilnius, Lithu..........Lithuania

Cencora, previously known as AmerisourceBergen, is a leading global pharmaceutical solutions organization centered on improving lives. Ranked #21 on the Global Fortune 500, our team members are united in our responsibility to create healthier futures. Our Shared Service Center in Lithuania is experiencing rapid growth and we have many diverse and exciting roles in Customer Service, Operations, IT, Finance and HR.  Join us and make a positive impact on human and animal health. Job Details Responsibities: Provides first point of contact and day-to-day technical support. Drives to successful first-call resolution. Assess, appropriately triages, and escalates tickets when appropriate. Responds to Level 1 support and may support Level 2 requests. Obtains and evaluates all relevant information to handle product and service inquiries. Enters call data into the tracking system. Provides user access service. Processes requests and incidents. Assists customers with recovery issues. Diagnoses problems by evaluating multiple options. Communicates and coordinates with internal departments. Develops checklists and scripts for resolving routine problems. Escalates problems when necessary. Follows up on customer interactions and brings the majority of customer issues to closure, escalating to level 3 when appropriate. Documents incident status and resolution. Responds to and establishes communications and confirmations with incident reporting parties. Coordinates internal/external supporting resources and ensures incident details are confirmed and relayed. Takes steps to meet or exceed targets. Explains service procedures to customers. Follows up in a timely manner to ensure customer satisfaction. Monitors and adheres to performance metrics. Identifies recurring and potential problems and notifies team members/leaders. Recommends procedures and controls for service or lean improvements. Recommends ideas for improving queue time, abandoned call rates and first contact resolution. Communicates incident patterns and proposes resolutions. May provide on-the-spot appropriate instructions to customers. Provides courteous, efficient, and friendly service to customers at all times to all customers. Creates, modifies and reviews documentation of issues resolutions. Documents solutions to common problems and responses to frequently asked questions. Recommends document Job Aids, Quick Tips, and Knowledge Base Articles. Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity. Adheres to standards, policies and procedures. Mentors less experienced staff in a specific area of expertise. Facilitates learning sessions with internal teams. Education: Associate’s Degree or technical institute degree/certification in Computer Science, Information Systems, or other related field or equivalent work experience. Work Experience: 2-4 years of relevant technical or business work experience. Skills and Knowledge: Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/diagnostic skills. Salary:  2,135.94 - 3,051.37 eur gross/month What Cencora offers We offer a competitive annual bonus, life insurance from Day 1, a best-in-class health insurance package, and up to 6 fully paid benefit days a year. As a Cencora employee, you have the benefit of our referral bonus scheme, our boundless learning opportunities and our global Employee Assistance Program. We have a wonderful office location in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all times. Become part of our purpose-driven, multicultural team now and help us create healthier futures Full time Gross Salary Range (Monthly) Affiliated Companies: Affiliated Companies: World Courier (Lithuania) UAB

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