Role Overview
This position involves providing top-notch support to customers and home patients, ensuring a positive experience in the fulfilment and delivery of products.
Key Responsibilities
* Respond promptly to customer enquiries to enhance their experience.
* Interact directly with customers and home patients via telephone or email to provide information and respond to enquiries, concerns and requests about products and services.
* Process orders efficiently and accurately in accordance with current terms of sale and compliance requirements to ensure goods are delivered as requested.
* Meet customer and/or home patient schedules to process orders on time and meet delivery lead times.
* Assist customers and home patients with order-related enquiries including product availability, pricing, enquiries, and product complaints.
* Resolve customer complaints by gathering all relevant information and liaising with internal and external stakeholders as needed.
* Organise returns in accordance with current terms of sale and complete customer credits in line with company credit policy.
* Record Adverse Events and Product Complaints while respecting patient privacy.
Essential Skills and Qualifications
* Minimum 1–3 years of experience in Customer Service.
* Proficiency in MS Office Suite.
* Prior experience with CRM systems is advantageous.
* Ability to make quick decisions and work efficiently and effectively.
* Competence in handling multi-source information.
* Strong written and verbal communication skills.
* Technical support experience for Customer Service is desirable.
* Cross-functional experience in Commercial, Planning, and Warehouse domains is advantageous.
Why This Role?
This role offers the opportunity to be part of a diverse and inclusive team where employees can be authentic, valued and respected. The company promotes collaboration, reliability, empathy, active listening and openness to new ideas.
Requirements
All staff who work at or visit hospitals, interact with patients or where required by a customer must be fully vaccinated against COVID-19.
Equal Opportunity and Accommodations
The company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other status protected by law. The company provides reasonable accommodations to individuals with disabilities during the application or interview process as needed.
Recruitment Fraud Notice
The company has identified incidents of employment scams where fraudulent parties pose as company employees or recruiters. To protect yourself, review our Recruitment Fraud Notice.