Attempt to troubleshoot customers' problems. Inform supervision/management of all unresolved complaints.
Document customer transactions accurately in Oracle.
Ensure pricing approval process is supported and works in compliance to Customer Service policies and procedures.
Actively manage cross-functional systems to ensure accurate patient/customer record keeping, including storage, monitoring and reporting; liaising with multiple internal departments as required.
Perform proactive follow up with other Customer Support Team members to ensure efficient resolution to customer requests through collaboration and effective teamwork (applicable for CSR only).
Provide training and support for team members (applicable for CSR only).
Provide support for special projects as needed (applicable for CSR only).
Let’s talk about Qualifications and Experience
Enter faxed and email orders, RMAs (Return Material Authorization), credits, sample requests, rental requests and complaints into Oracle, including confirmation to the customer if applicable.
Support for RSVP (ResMed Sleep & Ventilation Program), Mask Guarantee program, ResMed Online Store (ROS) and ResMed SleepVantage program.
Respond to patient calls and emails promptly, competently and professionally.
Import consignment orders to Oracle and process RMA’s for 3PL’s (3rd Party Logistics).
Ability to meet SLAs and critical deadlines.
Strong personal computer skills and familiarity with Windows-based software.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to communicate clearly and effectively. Effective retention skills.
Ability to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Other responsibilities as assigned.
Required
Must be able to work in enterprise level ERP (e.g. Oracle) and CRM (e.g. Sales Force Dotcom) applications, navigate multiple screens, and enter customer information/orders accurately.
Must demonstrate strong written and oral communication skills in English.
Extremely detail-oriented.
Able to work collaboratively in a team environment.
Possess a customer-centric commitment to build and maintain customer relationships.
Demonstrate exceptional problem solving and organizational skills.
Display energetic, self-motivated and quick thinking with positive attitude.
High school, diploma or degree holder with minimum two (2) years or more customer service experience required.
Preferred
2-4 years’ experience in a high volume customer service/call center capacity highly preferred.
Degree in any discipline.
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.
