Key Role Summary:
The Customer Support function is pivotal in providing exceptional customer service, sales and marketing support via various communication channels. Key deliverables include addressing customer enquiries related to products, services, warranty, order processing, data entry, and resolving general complaints. Identifying sales opportunities associated with customer enquiries.
Responsibilities
* Communicate daily with customers via telephone, email, chat or other social media platforms; check therapy status, adherence information and/or to order therapy equipment or supplies.
* 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 develop and maintain positive customer relations which can substantially affect service and/or product revenue.
* Collaborate with various departments to meet service and sales goals; document all technical and customer-reported problems in ticketing/note systems with the nature of the inquiry and recommended resolutions;
* Provide metrics to the management team as required.
Qualifications and Experience
Required:
* Minimum of 1 year of related experience.
* Broad knowledge of routines and procedures to handle day-to-day situations.
* Will generally only require instructions on new assignments.