The primary role of the Customer Support function is to provide exceptional customer service 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. The role provides first line technical and clinical assistance and escalates issues to relevant teams for timely resolution.
Responsibilities
* Communicate with customers daily either before and/or after a sale via telephone, email, chat, or other social media platforms, checking in on their therapy status, adherence information, and ordering 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, influencing service and/or product revenue.
* Collaborate with various departments to meet service sales goals.
* Document all technical and customer‐reported problems in a ticketing/note system with the nature of the support inquiry and recommended resolutions.
* Provide metrics to the management team as required.
* Support roles include clerical, administrative or specialized support tasks in an office or field setting, specialized technical tasks or skilled craft work, and unskilled or semi‐skilled operational tasks.
* Complete vocational training or obtain equivalent experience.
* Interact internally to exchange information.
* Have limited discretion to deviate from established procedures.
Qualifications
* Minimum of 1 year of related experience.
* Broad knowledge of routines and procedures to handle day‐to‐day situations.
* Generally requires only instructions on new assignments.
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