After Sales & Technical Customer Care Coordinator (Help Desk)

Your tasks

The position combines after-sales customer service, management of technical requests and complaints, and the coordination of internal Service operations.

Main responsibilities

• Receiving and fully recording incoming technical requests and customer complaints.
• Investigating each incident through targeted questions and gathering all necessary information.
• Providing initial instructions based on the approved troubleshooting guide.
• Categorizing and forwarding requests to the appropriate technician.
• Systematically updating the customer on the progress and resolution time of their request.
• Monitoring every case until final resolution and confirmation of customer satisfaction.
• Receiving, recording, labeling, and organizing devices entering the Service.
• Recording the needs and observations of the technicians.
• Collecting recurring incidents and updating the troubleshooting, following technical confirmation.
• Updating tickets and the full communication history in the CRM/ERP.

Requirements

We are looking for an individual with proven experience in customer communication, who can handle a request or a complaint with calmness and professionalism, collect the necessary information, and follow up on the request until its definitive resolution.

Required Qualifications

• Previous experience in Customer Care, After-Sales Service, complaints department, telephone service, or technical support coordination.
• Proven ability to manage complaints and demanding communications with customers.
• Very good oral and written communication.
• Ability for active listening and collecting the essential information of each incident.
• Organizational skills and consistency in monitoring many open cases.
• Very good computer skills.
• Good knowledge of English.
• Technical perception and the ability to understand basic troubleshooting instructions.

Desired Qualifications

• Degree in a technical field or relevant experience with technical products and devices.
• Experience in an organized Service Department or technical help desk.
• Experience with medical technology, dental, electronic, or electromechanical equipment.
• Knowledge of complaint management processes and quality systems, preferably ISO 13485.

What we offer

Benefits

• Full-time employment with physical presence in Thessaloniki
• Monthly gross salary: 1,350€
• Organized training on products and Service processes, on medical technology products, and from production through to after-sales
• Stable and organized working environment
• Opportunity for professional growth in the technical and production departments of the company

Other

• The position concerns requests for after-sales technical support and their monitoring until resolution.
• Full-time employment with physical presence in Thessaloniki (no possibility of remote work).
• Fixed morning schedule 08.00-16.00.
• Daily communication in English with international customers (fluency in English is required).
• Monthly gross salary: 1,350€

</body>