## Customer Care RepresentativeApply: Ormeau - Call center: Full time: Posted Today: R10104212Air Liquide Healthcare Australia are a leading and dedicated supplier of medical gases, homecare and sleep services. We specialise in respiratory diseases and have a strong reputation in sleep diagnostics and CPAP therapy.
The primary objective of this position is to support the manager and the team by managing daily tasks, general enquiries, and complaints/escalations. An important function of this role consists of processing phone, email and fax orders according to the company's policies and procedures to ensure a timely delivery of products and services to the customers.## How will you CONTRIBUTE and GROW?* Deal with inbound/outbound calls, faxes and emails and handle customers' enquiries in relation with products, services, stock availability, prices and delivery options in a timely manner.* Actively participate in the promotion and sale of new or complementary products and/or services whilst dealing with patients over the phone whenever appropriate opportunities arise and in an ethical manner.* For homecare and sleep services: liaise with doctors, hospitals, and appropriate paying bodies to ensure approval of supply to patients.
Liaise with patient/carer to propose delivery options according to ALH logistic rules. Conduct Preliminary Risk Assessments with patients/carers over the phone to maximise personnel's safety.* For diagnostics services: provide hospital staff or healthcare professionals information about sleep diagnostics. Liaise with patient/carer to propose diagnostic services options according to ALH rules.* Responsible for complete and accurate data entry in the ALH data management system according to company procedures.
Update ALH data management system when necessary.* At all times maintain utmost confidentiality in the management, use, processing, sharing and all other dealings with patient information or data in any form, written or otherwise.* Use the ALH data management system to schedule any product delivery/return, preventative maintenance or breakdown service and any other service to suit client availability and needs whilst being mindful of the efficiencies and capacities of ALH delivery systems.* Use the ALH data management system to book clients in.* Produce on-line delivery/service dockets.* Attempt to resolve all customer difficulties and complaints with equipment by troubleshooting basic issues over the phone prior to committing further ALH resources to the problem.* Effectively communicates with patients/carers, minimising any anxiety while providing operating instructions or guidance through any troubleshooting processes.* Handle customers' complaints in a professional manner, make all efforts to resolve them in a timely professional manner.* Promptly escalate any unresolved complaints to the Manager or relevant department for investigation after gathering all relevant information and briefing relevant parties.
Ensure all complaints and compliments are documented.* Comply at all times with ALH policies and procedures and with all regulatory standards and legislations applicable to the role.* Other duties as delegated by the direct manager.**Decisions*** Autonomously works to deliver comprehensive over the phone service.* Process orders and invoice completed dockets.* Maintain accurate customer records.**Recommendations*** Improvement in administrative processes.* Suggestions to increase efficiency of customer service and deliveries.* Consult the technical department regarding servicing issues.## Are you a MATCH?* Minimum of one year of experience or equivalent training.* Ability to read, analyse and interpret documents such as procedure manuals.* Ability to solve practical problems and respond to common enquiries from customers.* Ability to interpret an extensive variety of instructions and to follow tasks to completion.* Superior customer service skills and excellent phone manners.* Strong interpersonal and communication skills. Team based approach.* Great organisation skills and ability to work autonomously.* Excellent computer literacy: ability to use the Google Suite. Ability to use or to rapidly acquire in depth knowledge of specific softwares: Monday, Great Plains, SimplyBookMe.
Customer Care Representative in Adelaide employer: Balazs
Air Liquide Healthcare Australia is an exceptional employer, offering a dynamic work environment that prioritises employee growth and development. With a strong commitment to diversity and inclusion, employees benefit from comprehensive training programs and opportunities to engage with key stakeholders in the healthcare sector. Located in a vibrant region, the company fosters a collaborative culture where innovation thrives, making it an ideal place for those seeking meaningful and rewarding careers in the medical field.
