Customer Service Specialist

Part-time Customer Service Specialist – German speaker (in Israel)

Nuvo is an emerging leader in maternal-fetal connected health, committed to serving providers and expectant mothers by advancing pregnancy care with new technology, tools, and practices.  The INVU by Nuvo™ platform is an FDA cleared medical grade remote monitoring solution that combines wearable technology with dynamic cloud-based data capture and visualization to provide pregnancy monitoring that is accurate and reliable. 

In this role you will support a new, strategic clinical study in a world-renowned university hospital in Germany by handling inbound calls, chat and email support for mothers-to-be and clinicians. You will use knowledge, skills and resources to answer questions, assist with product set-up, provide general product information, review capabilities, functionality and provide basic product and technical troubleshooting.

Our focus is on providing a differentiated customer experience with every interaction and building customer and brand loyalty in the marketplace!

Duties and Responsibilities

·        Take part in the training of the clinical team as needed.

·        Address inbound study participant calls, email communications and chat in a professional, friendly and

empathetic manner.

·        Provide first level troubleshooting support by analysing user/product issues and asking the appropriate

questions to support resolution.

·        Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness

and accuracy of the records.

·        Resolve and address any complaints or inquiries within the target timelines described within the key

performance indicators for individuals, the team and the company.

·        Summarize and communicate all interactions with study participants to Nuvo Clinical Trial Manager (CTM);

communicate and document complaint investigation conclusions to Nuvo’s CTM and the clinical team on site.

·        Continually evaluate and identify opportunities to drive process improvements that positively impact team

performance and customer experience.

·        Execute applicable Quality System processes

·        Provide input and participate in writing procedures and other documents.

Qualifications

·        Languages: German – native language; English & Hebrew – full professional proficiency

·        Minimum 2-year degree in a relevant discipline i.e. Biomedical Equipment Services, Medical Transcription,

Health Sciences, Nursing, or similar.

·        At least 2 years of experience in customer service/support, preferably within a healthcare or clinical research

setting. Previous experience supporting clinical study participants or working in a clinical trial environment is a

plus.

·        Capable of providing an excellent customer experience while product troubleshooting, including

the ability to maintain a confident, compassionate, and helpful tone in conversation. 

·        Must demonstrate advanced problem-solving capabilities, be detail-oriented, a critical-thinker, and experienced

at investigating and resolving complex issues.

·        Strong written and verbal communication skills and good technical writing skills.

·        Strong customer focus and active listening skills.

·        Ability to take ownership, organize workload and change priorities quickly.

·        Ability to assume responsibility and accountability for daily tasks and highlight any risks to manager.

·        Genuine interest in mobile apps and gadgets a plus.

·        Experience supporting software applications a plus.

·        Computer literacy: proficient in Google Suite, MS Word, PowerPoint, Excel, and Outlook

·        Available to work 3 days/week