Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

We currently looking for a Phone Support Centre (Off-Hours) Supervisor, ADD, EMEA to join our Diagnostics Division based in Hoofddorp.

This team is responsible to provide accurate and timely assistance, technical information and advice regarding ADD products and services before, during, and after a transaction ( customer call or email) to maintain and improve the organization's customer relationships.

Primary Objective of Position

• Manage the day-to-day operations of a customer service team that responds to enquiries and requests of a technical or complex nature so that all enquires are resolved quickly and competently and in a manner which enhances the organization's customer relationships.

Major Accountabilities

• Plan, prioritize, and schedule the team’s activities and resources to ensure continuity of service.

• Ensure that customer service staff use databases or other computerized systems to maintain accurate and up-to-date customer service records.

• Monitor the status of customer service activities to identify problem areas and adapt procedures to improve the overall performance of the team.

• Analyze customer enquiries to identify recurring user problems, recommend solutions, and to identify areas where customer service can be improved.

• Develop problem solving guidelines, checklists, or other materials to assist customer service staff to respond to enquiries that are recurring or routine.

• Lead, direct, evaluate, and develop customer service staff to ensure that the team’s resources are used effectively and that work schedules and targets are met.

Education & Background

• Min. bachelor’s degree or Master's in biomedical science or Biochemistry, Lab management, Chemistry or related.

• Knowledge ab Abbott products, Service tools and their use, Service KPI, NPS,

• Skills : management, conflict management, Customer relationship, objection handling,

• Experience : min. 3 - 4 years in Service organization

Impact of position

• Critical to provide immediate support to customer. Key NPS driver and helps to optimize uptime of the instruments and optimize service cost.

Working at Abbott

At Abbott, you can do work that matters, grow and learn, care for yourself and your family, be your true self and live a full life. You will have access to:

• Working at the #1 Top Employer in the Netherlands (for three consecutive years);

• Career development with an international company where you can grow the career you dream of;

• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune;

• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives and scientists;

• Excellent employment conditions that you can arrange yourself;

• A budget that you can use to follow non-work-related training and courses that contribute to your personal development;

• A sports allowance for work on your fitness;

• Personal financial planning advice to map out your current financial situation.

How to apply?

If you are appealed by Abbott, looking for a job with meaning, and recognize yourself in the outlined profile, please make your interest known. You can apply via our website (https://www.jobs.abbott/) with your resume and letter of application. Please let me know if you have any questions or comments referring this job profile to Niels Dijkstra, recruitment.netherlands@abbott.com

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com