Overview
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.
Responsibilities
Communicate daily with customers before and/or after a sale 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.
Support roles consist of clerical, administrative or specialized tasks; specialized technical tasks or skilled craft work; 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.
Qualifications and Experience
Required:
Minimum of 1 year of related experience.
Has broad knowledge of routines and procedures to handle day-to-day situations.
Will generally only require instructions on new assignments.
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