Customer Service Representative

The primary role of Customer Support function is to provide exceptional customer service, sales and marketing support via different channels of communication. Key deliverables include addressing customer enquiries related to ResMed products, services, warranty, order processing, data entry and resolving general complaints. Identifying sales opportunities associated with customer enquiries. Providing first line technical and clinical assistance and escalating the issue to relevant teams for timely resolution.

Let’s talk about Responsibilities

• The primary objective of Customer Service specialization within Customer Support Job Family is to communicate with customer’s daily either before and/or after a sale, via telephone, email, chat or through other social media platforms, checking in on their therapy status, adherence information and/or to order therapy equipment or supplies.

• Key responsibilities include: handle customer orders for medical supplies and equipment, create and/or maintain client account records, track deadlines and manage tasks in web based tools, support members of cross functional teams and developing and maintaining positive customer relations which can substantially affect service and/or product revenue(s), collaborate with various departments to meet service sales goals, document all technical and customer-reported problems in ticketing/note system with the nature of support inquiry and resolutions recommended, provide metrics to the management team as required.

• Support roles consist of work in a:
  
  (1) clerical, administrative or specialized support tasks in an office or field setting
  (2) specialized technical tasks or skilled craft work
  (3) unskilled or semi-skilled operational tasks

• Has completed vocational training or obtained equivalent experience.

• Interacts internally to exchange information.

• Has limited discretion to vary from established procedures.

Let’s talk about Qualifications and Experience

• Experience in what it means to prioritize a customers' needs.

• The ability to engage with each customer as an individual to ensure we are taking ownership over their enquiry.

• Experience in adopting a proactive mindset and a drive to find creative solutions where necessary with out of the box thinking.

• You must also demonstrate the ability to work in a team environment where collaboration and a teamwork environment is imperative to success. 

• Minimum of 1 years of related experience.

• Has broad knowledge of routines and procedures to handle day to day situations.