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This position reporting to the Clinic Manager is the operational role that is responsible for the day-to-day operations of Customer Care.
This position will ensure that the daily Customer Care tasks are completed in full and on time and all relevant KPIs are met. The position is responsible for making inbound and outbound phone calls, processing all hospital and home patient orders, liaising with all the relevant stakeholders to ensure customer centric solutions, and escalating to the correct stakeholder on a timely basis. Reviewing & maintaining guidance documents are also part of this job role.
The position also entails that they serve as a 'buddy' for new starters during initial phases of training.
Key Responsibilities
* Processing all types of Hospital and Home Patient orders (including spare parts orders) for delivery.
* Making outbound phone calls and receiving inbound phone calls.
* Creation and setup of new patients
* Identify and articulate any process operational improvement initiatives.
* Ensure priority meets business requirements and is Identified, resolved, and tracked as quickly as possible.
* Provide and publish analytics to key operational KPIs (stocktake to orders conversions, blocked orders rate, etc) working closely with key stakeholders.
* Review and investigate customer complaints on a periodic basis.
* Ensure operational SOPs/WIs are documented/reviewed and stored in a central location for access.
* Liaise with the new starters as a 'buddy' to make the onboarding process smoother for the new employee.
* Escalate and discuss with Clinic Manager for escalations.
* Liaise with sales, warehouse & transport, supply chain and all relevant stakeholders to ensure completion of orders.
* Effectively communicate with internal and external stakeholders regarding issues impacting customers.
* Support team members to perform operational duties during their absence
Skills, Knowledge & Experience
* 3+ years operational experience in a similar environment
* Ability to be an authentic team player
* Able to demonstrate the LIFE principles (Leadership, Integrity, Flexibility, Efficiency)
* Strong commercial acumen
* Able to foster relationships with cross functional partners
* Change management skills
* Strong communication and verbal skills
* Excellent problem-solving skills
* Dedicated in providing superior service to respective stakeholders
* Ability to develop strong working relationships with stakeholders and customers through effective interpersonal and influencing skills
* Ability to work under pressure and manage conflicting priorities
* SAP experience preferred.
* Intermediate skills in MS Excel, Word and PowerPoint.
* Conflict resolution skills.