Customer Care Dispatch Agent LATAM English and French

Date: Sep 16, 2022

Location: Zapopan, JAL, MX

Company: Carestream Health

Carestream Health Inc. 

Innovation that sparks imagination. Continue on to your next challenge with us. 

Carestream is a worldwide provider of medical imaging systems and solutions; x-ray imaging systems for non-destructive testing; manufacturing of film and precision contract coating services for a wide range of industrial, medical, electronic and other applications—all backed by a global service and support network. Carestream’s diagnostic imaging technology systems are at work in 90 percent of hospitals worldwide.  

At Carestream, we offer a global perspective and a world of opportunities for people who have the desire to make a positive impact. Join our global team of 4,000+ professionals!

Position Summary:

The CCD LATAM agent plays a critical role in providing basic services to Carestream customers by phone, email or using the company's systems. The position includes written and/or verbal communication between employees, partners, agents or clients using the assigned application according to the country. Escalations are also created for those clients who have doubts about delinquent accounts. At the end of a field service repair, a feedback is made of the activities carried out by the Carestream engineer.

Position Responsibilities:

o Provide customer support and support by solving problems with their radiographic equipment, account questions, through email, telephone or other electronic means. Loading the data of the client, account or equipment within the application that corresponds to the country.
o Assign the equipment identifier in the system, through the request for physical “k” number labels, keeping an inventory control, to use in new installations.
o Provide support and support to Carestream engineers who need to create an escalation with level 2 specialists of radiographic equipment.
o Understand and interpret customer needs.
o Identify issues and determine the best action to resolve issues within department guidelines.
o Provide satisfaction to customers, both internal and external, continually striving to improve the delivery of our services/products.
o Efficiently and clearly any information relevant to the success of the client's case to get repairs or resolve their doubts.
o Explain in detail the "dispatch" process of customer equipment or service account claims.
o Efficient management of activities or multiple tasks.
o Answer questions about the status of the service call, account or equipment.
o Closely monitor the cases opened by level 1 agents until they are closed.
o Follow on FE leads and enter them in C4C to support the  Marketing area in the US
o Qualify web and social based possible leads in C4C, follow up with customers and contact the AE's and SS to convert leads into opportunities for Sales.
o Receive inbound calls from customers willing to buy our products and generate leads from those calls

Required Skills & Education:

High school or Bachelor's degree
Spanish written and spoken 100%
English written and spoken 90%
French written and spoken 90%
Flexibility to switch schedules

Desired Skills:

1+ year experience in customer service.
Interpersonal skills, communication, team work
Ability to work under pressure
Goal oriented

Carestream is an Equal Opportunity Employer

Carestream is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

Applying for a job with Carestream

All Carestream employees must complete the on-line application process. Carestream is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please click accommodations

Requisition ID: 2742