Customer Care Administrator

• Own and govern the complete lifecycle of customer service requests, including RMAs, service and replacement orders, and quotations, ensuring accuracy, compliance, and timely execution within internal systems
• Act as a primary operational contact for hospitals and healthcare customers, proactively managing expectations, communicating repair status, delays, revised quotations, and outbound shipments, with a strong focus on continuity of care and patient impact
• Ensure service-level performance, including response times and repair turnaround targets, through daily operational oversight
• identify risks and critically delayed orders early and escalate appropriately to management
• Lead complaint management activities in alignment with Quality and Regulatory requirements, ensuring structured investigation, documentation, resolution, and customer feedback follow-up
• Drive service quotation processes in close collaboration with field service engineers and bench technicians, supporting repairs, upgrades, service requests
• actively follow up with customers to facilitate timely decision
• Manage escalations and returns, taking ownership of customer and product-related complaints and overseeing RMA transactions, excluding out-of-box failures and returns for credit managed by Customer Care
• Provide functional leadership and cross-regional support, acting as a reliable backup for service administrators in other markets and ensuring operational continuity during peak periods or absences
• Contribute to continuous improvement initiatives, streamlining service processes, strengthening customer communication, and improving operational efficiency in complex healthcare environments
• Demonstrate flexibility and ownership, taking on additional responsibilities as required to support business priorities, customer satisfaction, and patient safety

• Proven experience in a customer service or front office role
• Outstanding communication and interpersonal skills
• Strong organizational abilities with keen attention to detail
• The ability to successfully implement solutions and resolve issues effectively
• Proficiency in using office software and equipment
• A positive attitude and the ability to work collaboratively within a team
• The ability to determine priorities and manage time effectively
• Good knowledge of English

Greek language knowledge