Customer Care Representative

Responsibilities

• Process all order types accurately, including credit/debit notes and Return Goods Authorisations (RGAs)
• Manage customer service inboxes and ticketing systems to ensure enquiries are actioned within agreed SLAs
• Respond to inbound and outbound customer calls regarding orders, deliveries, invoices, and products
• Liaise with logistics, finance, sales, and operations teams to resolve customer issues efficiently
• Monitor open orders and track deliveries to proactively manage delays or exceptions
• Investigate and resolve invoice queries, disputes, and billing blocks
• Receive, investigate, and coordinate the resolution of customer complaints
• Participate in continuous improvement projects to enhance service efficiency and accuracy
• Ensure all activities comply with internal policies, quality standards, and regulatory requirements

Requirements

• Experience in order processing and transaction management
• Proven ability in customer enquiry resolution and professional communication
• Experience in complaint handling and issue investigation
• Ability to manage invoice investigations and disputes
• Strong coordination skills to work across internal departments like logistics and finance

Benefits

• Individual opportunities for self-determined career planning and professional development
• A corporate culture that encourages innovative thinking and collaborative problem-solving
• The stability and benefits of a successful global corporation
• A collegial and supportive work environment

About the Company

Fresenius Medical Care is the global leader in kidney care, dedicated to improving the lives of patients with chronic kidney disease. With a global team of over 125,000 employees, we provide high-quality medical products, digital health solutions, and life-sustaining therapies to millions of patients worldwide.