Junior Customer Coordinator

About Aptvision

APTVISION is a company offering innovative software in the medical sector, specialising in managing patient visits. Our radiology system is used in many hospitals and clinics across Europe, in countries such as England, Ireland, Hungary and Poland, and our online appointment booking system is the leading system in Northern Ireland for booking vaccinations. Due to the dynamic development of our company, we need to expand our team with more talented people!

Role Overview

As a Junior Customer Coordinator, you will support the daily handling of customer service requests. Your main goal will be to help ensure smooth communication between customers and internal teams, while making sure requests are handled on time and in line with agreed Service Level Agreements (SLAs).

Key Responsibilities

Service Support

• Monitor customer tickets and help ensure timely resolution
• Support the Service Desk in day-to-day activities
• Follow up on open requests and keep them up to date
• Assist with escalating issues to the appropriate teams when needed

Customer Communication

• Maintain regular contact with customers via email and meetings
• Provide updates on ticket status and ongoing issues
• Support the organization of regular service or status calls

Incident Support

• Assist in communication during incidents between customers and technical teams
• Track progress of issue resolution
• Participate in calls related to major incidents and help coordinate updates

Analysis & Improvement

• Help analyze recurring issues and ticket trends
• Support initiatives to improve service quality and efficiency
• Assist in identifying areas for process improvement

Internal Collaboration

• Work with technical and product teams to understand services and updates
• Support onboarding of new customers and learn internal processes