Customer Satisfaction Specialist

Your responsibilities

This unique role will be fully responsible for the supervision and support of our Customer Satisfaction Management via global survey feedback for the UI region. Developing our business requirements through our European CSM platform.

In addition, you will be the first point of contact for inbound Dissatisfactions which you will resolve for the customer within given timescales. You'll be an effective communicator, keeping the customer informed throughout the process.
Supervise the implementation of modifications, updates and upgrades to the current and any future CRM software and Collaborate with business systems to manage the ongoing relationship with IFS.


• Exceptional understanding of Net Promotor Score Result Survey Plans
• To drive the engagement of CSM across the business and demonstrate its value to the business at all levels.
• Management of communications to the business about results, creation of action plans, CSM Community Meetings
• Liaising with relevant business areas for root causes and assist in implementing corrective actions for both Customer Satisfaction Survey Results and Dissatisfactions
• You will manage and own your own caseload, arranging and organising activities, keeping track of ongoing work, and updating customers as necessary
• To have the confidence and ability to make decisions using large volumes of technical / complex information
• You will manage the resolution of the dissatisfaction through

Your qualification

• Strong negotiation skills - to gain a successful outcome when dealing with other areas of the business, and with the customer themselves
• An understanding of Market Survey software
• The ability to make correct decision for query resolution
• Competencies, skills, knowledge, mindset:
• Excellent working knowledge of Word, Excel, PowerPoint
• Experience in using standard applications to process, obtain and combine information
• Experience of working with and a supporting senior sales management and able to work as part of a cross divisional team.
• Excellent Customer Service - with genuinely outstanding communication skills
• Demonstrate the necessary gravitas and credibility to act as a sales representative and brand ambassador for Olympus.
• Highly motivated, proactive and enthusiastic and able to work with minimum supervision and with the ability to meet strict deadlines and work within agreed budgets.

Your competencies

• Patient Focus - We put patients at the heart of everything
• Integrity - We do the right thing
• Innovation - We look for new ways to make things better
• Impact - We take accountability and get things done
• Empathy - We care for one another and work together

Your benefits

• Generous annual leave entitlement
• Comprehensive company pension scheme
• Private medical cover
• Free annual health check
• Subsidised gym membership
• Employee discounts