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\'s talk about the team: 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. As a Customer Service Representative supporting ANZ market, you will provide exceptional customer service and support to our customer base, sales representatives, and consumers. Within a performance driven environment you will support a variety of service programs designed to put the customer first. This is a role which requires you to support shift from 6:00am - 3:00pm or 8:00am - 5:00pm 5-days work week (Mon-Fri). Let\'s talk about the role: 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 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. Provide training and support for team members. Provide support for special projects as needed. Let\'s talk about you: Minimum 2 years\' experience in a high volume customer service capacity highly preferred. Degree in any discipline. Must demonstrate strong written and oral communication skills in English. 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. Extremely detail-oriented and disciplined. Demonstrate exceptional problem solving and organizational skills. Ability to multi-task in a fast-paced environment and work collaboratively in a team environment. Possess a customer-centric commitment to build and maintain customer relationships. Display energetic, self-motivated and quick thinking with positive attitude. 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!

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