Do you want to give meaning to your career and play a key role in a fast-growing company, certified Great Place To Work®, and innovating to improve patients’ health?
Join us at Urgo Medical as Customer Service Assistant!
Who is Urgo Medical?
Are you looking for a company where your work has meaning, where you can make a real impact and learn every day? At Urgo Medical, we believe innovation can transform lives. Our mission: to help patients heal faster and better, through cutting-edge products and innovative digital services. Some wounds are severe, can become chronic, or may become infected, causing pain and isolation. We take on this challenge every day by developing solutions that accelerate healing and by leading ambitious projects, such as our goal to create the world’s first artificial skin!
Urgo Medical is also a unique company: French, family-owned (we focus on a long-term vision and put our teams at the heart of our success), the most dynamic in its sector (+10% in 2024), and international (present in 17 countries).
By joining us, you will discover our mission, our foundation, our commitment to local industrialisation, and the authentic energy of our teams. At Urgo Medical, we have many strengths: industrial, R&D, commercial... And all of them are essential. If you want to combine passion, impact, and innovation, this position is for you!
About URGO Group
Urgo Medical is part of the French family-owned URGO Group. URGO has two main businesses: Urgo Medical, and Urgo Healthcare, whose mission is to treat everyday ailments.
With a turnover of €870 million in 2024, URGO employs over 3,600 people, all committed to fulfilling our healthcare mission.
Did you know? The founder of the group, Hervé Le Lous, shares his entrepreneurial experience and his management vision on Instagram, a great way to discover URGO’s company culture.
Urgo Boss (@urgo_boss) • Photos and videos on Instagram
KEY ACCOUNTABILITIIES
The job holder will support the delivery of the Company’s key business objectives through the delivery of their key accountabilities as follows:
- Excellent customer Service skills in dealing with customer queries; the ability to handle and resolve difficult situations quickly via telephone and email, offering a positive and friendly customer experience in every transaction.
- Processing customer information and orders with accurately and attention to detail through the SAP order processing system.
- Building strong working relationships with key accounts, and taking responsibility for ensuring their end to end Urgo experience is well managed and organised
- Achievement of all key KPI metrics for the department, including but not limited to: no. Of orders processed, no. Of inputting errors, telephone call handling etc.
- Working as part of a team to maximize efficiencies within the department, modernizing processes and coming up with creative ideas to improve service levels
- Generation of well presented, accurate reports as required
- Acting as a point of contact internally for other departments including: Business Development, Industry, Marketing, Finance and Sales
This job description and person specification is provided as a guide to the main duties and responsibilities of the post. The post-holder is required to work flexibly and to undertake such other duties as may be reasonably required.
KEY COMPETENCIES
Organisation and timeliness
Is aware of key objectives and requirements and organises their time effectively in order to meet all deadlines. Is able to prioritise effectively.
Effective communication
Able to communicate assertively, accurately and concisely to a variety of audiences. Adapts communication methods based on the situation. Clearly and concisely communicates using spoken or written communication. Responds appropriately to questions, objections or challenges.
Working under Pressure
Works well under pressure, maintaining consistency of output, as well as consistency of behaviours when in a busy environment
Energy and positivity
Consistently maintains high levels of activity or productivity. Operates with a ‘’can do’’ attitude, showing effectiveness and determination.
Curiosity and Innovation
Is not afraid to ask questions where there is a lack of clarity, to challenge the way things are done, and to suggest new ideas.
Customer Focussed
Has a passion for Customer Service, enjoys the challenge of dealing with a spectrum of different personalities and requirements? Provides excellent customer service, to both internal and external customers, in every interaction.
Professional ethics
Works with the highest standards of professional behaviour and ethical principles, acting with honesty and integrity at all times.
Qualifications and Experience
- A level or equivalent essential
- Prior experience of working in a customer facing role - such as Customer Services, Call Centre or Contact Centre
- Data inputting experience