Job Description

Imagine a world where people are delighted by their healthcare experience. The ResMed team is taking giant strides towards making this a reality. As part of the Asia LatAm Growth Markets team we are looking to solve unique and exciting challenges utilising technology and connected solutions to impact over a billion people. We have an innovative 30 year history as global leading medical pioneers but now is the time to continually push boundaries, innovate in new spaces and help improve people\'s health on a large scale.

Let\xe2\x80\x99s talk about the team:

As a Customer Care Representative supporting ANZ Customer Care Team, you will provide exceptional customer service and support to our customer base, sales representatives, and consumers via different channels of communication. Within a performance driven environment, you will support a variety of service programs designed to put the customer first.

This is a role requires you to support shift from 6:00am - 3:00pm or 8:00am - 5:00pm (KL time).

Let\'s talk about the role:

• Keep track and call customers for their overdue payments or any other collections related activity as needed on case-to-case basis.
• Resolve customer inconsistencies, process customer refunds, offer a payment resolution/ payment plans as per company policies, arrange for the prompt repayment of balances and collect overdue payments.
• Accept payments over the phone via credit card.
• Provide order, returns, complaints, credit and rental requests processing data entry for requests from customers, by phone, fax, email, and EDI transactions.
• Respond to inquiries in a manner, which meets high quality, productivity and other performance standard in accordance with company requirements and customer needs.
• Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines.
• 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 Care 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.
• Provide training and support for team members.
• Provide support for special projects as needed.

Let\'s talk about you:

• Degree in any discipline.
• Min 2 years\xe2\x80\x99 experience in a high-volume customer service/call centre (calls) capacity.
• Experience in debt recovery call is required.
• Strong communication skills (written and verbal) in English.
• Extremely detail-oriented and disciplined.
• Able to work collaboratively in a team environment.
• Possess a customer-centric commitment to build and maintain customer relationships.
• Demonstrate exceptional negotiation, problem solving and organizational skills.
• Display energetic, self-motivated and quick thinking with positive attitude.
• Must be able to work in enterprise level ERP (e.g. Oracle), CRM (e.g. Sales Force Dotcom) and Stripe.com applications, navigate multiple screens, and enter customer information/orders accurately.

Joining us is more than saying \xe2\x80\x9cyes\xe2\x80\x9d to making the world a healthier place. It\xe2\x80\x99s discovering a career that\xe2\x80\x99s 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!

ResMed