Customer Service Assistant

At Vitrolife Group, we work every day to unlock the full potential of science and technology, reducing the barriers to creating a family. Together, we help our customers and their patients fulfill the dream of having a healthy baby.

Be part of a global leader in reproductive genetics, where innovation and excellence drive everything we do.

The Customer Service Assistant plays a key role in interacting with our customers and patients to ensure a positive experience. Their attention to detail will directly support the genetic testing process and help maintain patient satisfaction.

The role is focused on the timely management of orders, gathering necessary documentation, payment processing, responding to emails and phone calls, and other customer service or administrative tasks.

Functions and responsibilities

• Provide exceptional customer service to customers and patients through different channels.
• Properly follow order management procedures.
• Comply with service levels to offer responses and solutions in an agile manner.
• Maintain customer and patient satisfaction by providing accurate and complete information in a timely manner.
• Willingness to help, empathy, and effective communication to seek solutions within established parameters.
• Collaborate with various departments, including Sales, Finance, Digital Solutions, and laboratories to meet and exceed customer expectations.
• Correctly document conversations and the review of order management.
• Follow all required guidelines regarding patient privacy and confidentiality.
• Perform other duties as assigned.

Qualifications

Education level and experience:

• Minimum 1 year in a professional customer-oriented position, preferably in a medical or patient care setting.
• Completed or incomplete technical or university studies in Administration, Communications, or related fields.

Accuracy and speed:

• High attention to detail and the ability to handle repetitive tasks efficiently without loss of accuracy.

Technical proficiency:

• Comfortable working with multiple systems, including internal systems, Microsoft products, telephony, and Salesforce tools.

Team-oriented mindset:

• Ability to work both independently and collaboratively in a structured environment.
• Excellent verbal and written communication, empathy, patience, and high frustration tolerance.

Languages:

• Advanced English for conversation, reading and interpreting data and forms, and writing.
• The service is for customers and patients in the United States, which requires working in English 98% of the time.

Physical requirements

• Prolonged periods sitting at a desk and working with a computer.
• Ability to lift up to 7 kg (15 pounds) occasionally.
• Ability to access and move between departments within the organization's facilities.

Additional statement

All job requirements described indicate the minimum level of knowledge, skills, and/or abilities necessary to perform the position competently. Job descriptions are a summary of the functions, responsibilities, and requirements of the position. Employees may be required to perform other related tasks as requested.

Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalized genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of fertility treatment.

We are currently approximately 1 100 colleagues worldwide, with headquarters in Gothenburg, Sweden. Vitrolife Group's products and services are available in more than 110 countries through our own presence in 30 countries and a network of distributors. Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products and services with the vision of fulfilling the dream of having a baby. The Vitrolife share is listed on Nasdaq Stockholm.