Full-Time Hybrid role Working Hours are Monday – Friday between 8am and 5pm
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 with customers daily before and/or after a sale via telephone, email, chat or other social media platforms, checking in on 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, develop and maintain positive customer relations which can substantially affect service and/or product revenue, collaborate with various departments to meet service sales goals, document all technical and customer‐reported problems in ticketing/notes system with the nature of support inquiry and recommended resolutions, and provide metrics to the management team as required.
* Support roles consist of work in: (1) clerical, administrative or specialized support tasks in an office or field setting (2) specialized technical tasks or skilled craft work (3) 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
* Experience in prioritizing a customers' needs.
* The ability to engage with each customer as an individual to ensure taking ownership over their enquiry.
* Experience adopting a proactive mindset and a drive to find creative solutions, including out‐of‐the‐box thinking.
* Ability to work in a team environment where collaboration and teamwork are imperative to success.
* Minimum of 2 years of related experience.
* Broad knowledge of routines and procedures to handle day‐to‐day situations.
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 new 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.
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