Customer Care Representative
Stirling, WACompensation available in source system
Type
Level
Education
Overview
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,...
Job Description
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.
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
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