Customer Care Coordinator

3 months ago

PointeClaire, Canada Ypsomed Canada, Inc. Full time

**As the Customer Care Coordinator for mylife Diabetescare, your primary responsibility will be to ensure seamless coordination between our customers (patients and healthcare professionals) and various internal teams, including Sales, Education, and Customer Care. This role is vital for providing an exceptional onboarding experience for our new patients and contributing to the achievement of our company’s overall goals. Additionally, you will support the Customer Care team in daily tasks, such as answering calls, processing orders, and more.**

**KEY RESPONSIBILITIES**:

- Interact with new customers of mylife YpsoPump to ensure satisfaction and understanding of our product and after-sales customer service.
- Deliver an exceptional customer experience by demonstrating a thorough understanding of how mylife Diabetescare products are used, including the benefits of the product.
- Ensure everything is captured within CRM systems to accurately record all customer interactions and to organize daily activities.
- Support existing mylife YpsoPump customers to ensure retention on mylife Diabetescare products.
- Handle inbound calls from customer leads generated via marketing programs.
- Answer customers’ inquiries about the mylife YpsoPump product and competitive comparisons.
- Collaborate with internal stakeholders to feedback customer insights and help support a culture of continuous improvement.
- Perform a broad range of sales and service-related duties and administrative tasks.
- Perform other duties as assigned.

**SKILLS**
- Effective communication: The ability to clearly and empathetically communicate with patients, healthcare professionals, and internal teams, ensuring that all parties are well-informed and supported throughout the onboarding process.
- Organizational and prioritization skills: Strong abilities to manage multiple tasks, prioritize effectively, and ensure that all customer interactions are documented accurately in the CRM system. Demonstrated decision-making skills are also crucial.
- Problem-solving: The capacity to quickly identify issues or challenges that arise during customer interactions and provide effective solutions, ensuring a smooth and positive customer experience. A strong focus on results and achievement of objectives is essential.

**KNOWLEDGE**
- Product expertise: A deep understanding of Ypsomed products, particularly the mylife YpsoPump, including its features, benefits, and how it compares to competitor products. This knowledge is essential for providing accurate information and guidance to customers. Experience in the healthcare industry, especially in diabetes and insulin pumps, is a plus.
- Customer care best practices: Familiarity with best practices in customer care, including how to handle inbound and outbound communications, manage customer expectations, and maintain high levels of customer satisfaction and retention. The ability to genuinely relate to customers by understanding their requirements, needs, and concerns is vital.
- CRM and data management: Proficiency in using customer relationship management (CRM) systems to track customer interactions, organize daily activities, and ensure that all data is recorded and managed accurately.

**BEHAVIOUR**
- Empathy and patience: Demonstrating empathy and patience when dealing with customers, particularly when they are new to the product or experiencing challenges. This behaviour is crucial for building trust and providing a supportive customer experience. A highly developed sense of integrity is essential.
- Proactive approach: Taking initiative to follow up with customers, anticipate their needs, and provide them with the necessary information or support before issues escalate. Self-motivation and the ability to work autonomously in a professional manner are key.
- Team collaboration and independence: A collaborative mindset that enables effective teamwork with internal stakeholders, ensuring that customer insights are shared and that the onboarding process is seamless across different departments. The ability to work well both independently and within a team environment is required.
- Energetic and flexible: Energetic, motivated, positive, and passionate. Flexibility in hours and the ability to work (rarely) overtime to meet business objectives if required.

Required Qualifications:
Bilingualism: Proficient in both oral and written communication.

Experience with SAP and CRM systems.

**Benefits**:
Hybrid work model (2 days at home)

Comprehensive coverage for your well-being & RRSP

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Schedule:

- Monday to Friday

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 2 years (required)

Work Location: Hybrid remote in Pointe-Claire, QC H9R 5N3

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