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.
- Focuses on the development and implementation of strategic and operational objectives that help achieve orgnisational mission. Implements organization strategies through the effective direction and management of employees and resources.
- Interacts daily with subordinates and other functional groups.
- Interaction normally involves exchange or presentation of factual information.
- Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.
- A portion of time is normally spent performing individual tasks related to the unit or sub-unit.
- Generally supervises semi-skilled employees (e.g., assemblers, operators, clerical).
Let’s talk about Qualifications and Experience
Required:
Preferred:
- Bachelor’s degree.
- Minimum of 5 years of related experience.
- Requires full knowledge of own area of responsibility and applicable practices and procedures.
- Analyzes data from which answers can be readily obtained.
Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create current ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.