Key Skills

Job Description

Your Responsibilities - Act as the primary point of contact for customers throughout the repair journey, taking ownership of cases from initial request through to successful resolution. Receive, assess and accurately register customer service requests, validating warranty, contract and service entitlements to ensure the correct service pathway is applied. Create and manage service orders, cost estimates and case documentation, ensuring accurate records are maintained throughout the repair lifecycle. Proactively communicate with customers, providing clear updates, managing expectations and supporting them through the quotation, approval and repair process. Coordinate the end-to-end repair journey, working closely with internal teams and stakeholders to ensure efficient case progression and resolution. Manage loan equipment activities, including allocation, collection and associated administration, to minimise customer disruption and maximise equipment availability. Coordinate supplier-related activities, including UPS claims and associated follow-up actions where required. Manage service, commercial and product-related complaints, ensuring issues are resolved effectively and customers receive a positive service experience. Support product lifecycle and regulatory activities, including Field Corrective Actions (FCAs) and other service-related initiatives. Identify and resolve issues proactively, escalating where appropriate to minimise delays and deliver the best possible customer outcome. Your qualification We're looking for someone who thrives in a fast-paced customer service environment, enjoys taking ownership and is motivated by delivering excellent customer experiences. You'll be confident managing multiple priorities, working across a variety of systems and communication channels, and supporting customers through complex service journeys. High school diploma or equivalent required; Associate's degree preferred Minimum of 2-3 years' experience in customer service, service coordination or a related operational role Experience managing customer cases or service requests from initiation through to resolution Strong organisational skills with the ability to manage multiple priorities, meet deadlines and adapt to changing business demands Excellent communication skills, with the ability to build trust and maintain positive relationships with customers and internal stakeholders Confident working across multiple communication channels including telephone, email and digital platforms A proactive and solution-focused approach to problem solving, with the ability to identify issues, take ownership and drive resolution Ability to work independently, make informed decisions and take accountability for customer outcomes Resilient and adaptable, with the ability to remain effective in a busy and often complex service environment High attention to detail and commitment to maintaining accurate case records and documentation Good understanding of customer service and business processes Experience working with CRM and ERP systems, ideally Salesforce (ACE), SAP CRM and SAP ERP Olympus product knowledge would be advantageous Fluent English language skills Your benefits - 28 days of holiday (1.0 fte) Flexible working hours Bicycle plan Free coffee and tea Fitness allowance Anniversaries Computer glasses Allowance for working at home Maternity and paternity policies Pension plan Health check Financial check-up. About Olympus At Olympus, we are committed to Our Purpose of making people’s lives healthier, safer and more fulfilling. As a global medical technology company, we partner with healthcare professionals to provide best-in-class solutions and services for early detection, diagnosis and minimally invasive treatment, aiming to improve patient outcomes by elevating the standard of care in targeted disease states. For more than 100 years, Olympus has pursued a goal of contributing to society by producing products designed with the purpose of delivering optimal outcomes for its customers around the world. For more information, visit www.olympus-europa.com and follow our LinkedIn account: linkedin.com/company/OlympusMedEMEA .

Core Responsibilities

Own customer service cases from initial request through resolution, including validating service entitlements, managing orders and documentation, and keeping customers informed throughout the repair process. Coordinate internal teams, suppliers, loan equipment, complaints, and service-related initiatives while proactively resolving or escalating issues.

Requirements

Applicants need a high school diploma or equivalent and 2–3 years of experience in customer service, service coordination, or a related operational role; an associate degree is preferred. They should have strong communication, organization, problem-solving, and case-management skills, be comfortable with CRM and ERP systems such as Salesforce and SAP, and have fluent English; Olympus product knowledge is an advantage.

Benefits

• 28 Days Of Holiday
• Flexible Working Hours
• Bicycle Plan
• Free Coffee And Tea
• Fitness Allowance
• Anniversary Benefits
• Computer Glasses
• Work-From-Home Allowance
• Maternity And Paternity Policies
• Pension Plan
• Health Check
• Financial Check-Up