Junior Account Manager

9 months ago

Camberwell, Australia CardioScan Full time

**About us**

CardioScan is an Australian health innovation brand and global leader in cardiac monitoring solutions. We provide cardiac data and reporting to primary health practitioners in Australia, New Zealand, the US, the UK and across Asia, through our innovative cloud-based software, Beatbox.

What we do matters, and we strive to make a positive impact on the heart health of many by focusing on quality, accuracy and speed every time. We want to put the right data in the hands of those who need to make the decision, in a time of need.

**About the opportunity**

**Key responsibilities**
- ** Customer Communication**:

- Conduct outbound and respond to inbound phone calls to address customer queries and provide information on our devices and services.
- Establish and maintain positive relationships with customers, understanding their needs and providing timely solutions.
- **Product Knowledge**:

- Stay updated on industry trends and product advancements to effectively communicate with customers.
- **Order Processing**:

- Provide customers with the training and resources to ensure accuracy in product selection, quantities, and shipping details.
- Collaborate with the finance and logistics teams to facilitate smooth order processing and delivery.
- **Customer Support**:

- Provide ongoing support to customers, addressing any issues or concerns promptly and effectively.
- Work closely with technical support and customer service teams to resolve customer queries.
- **Documentation**:

- Generate reports on customer interactions and feedback for continuous improvement.
- **Training and Onboarding**:

- Assist customers in the onboarding process, providing training on hardware and software functionalities.
- Collaborate with the broader sales & account management, clinical, biomedical and IT teams to ensure customers are sufficiently educated ion CardioScan’s products and services.
- **Pre and Post Sales Support**
- Upon request, provide pre and post sales support to the broader sales & account management team to ensure a smooth and seamless customer onboarding and management experience
- Provision of administrative support, including management of customer contracts, and other items of relevance

**Key skills and deliverables**

**Customer Relationship Management**:

- **Establish and maintain relationships**: build positive and lasting relationships with customers through regular communication
- **Customer retention**: retain existing customers by addressing their needs, concerns, and providing exceptional service
- **Quality of service**:ensure all customers for which you are responsible are using CardioScan’s service to a standard reflective of the quality upon which CardioScan prides itself
- Develop a regular cadence of customer care calls and/or meetings in agreement with your manager

**Product Knowledge and Communication**:

- **Accurate information delivery**: provide accurate and up-to-date information to customers during phone interactions, ensuring clarity and confidence
- **Improve **customer experience via software and hardware upgrades, plus associated training

**Customer Support and Issue Resolution**:

- **Timely issue resolution**: address customer queries, concerns, and issues promptly and effectively
- **Collaboration with support teams**: Work closely with technical support and customer service teams to resolve customer queries and issues

**Customer Satisfaction**:

- **Customer feedback**: collect and analyse customer feedback to gauge satisfaction levels and identify areas for improvement.

**About you**
- Alignment (professional and personal) with CardioScan’s core values and expected behaviours.
- Communication skills - clear and concise verbal communication is essential for understanding customer needs and delivering information accurately.
- Customer-Centric Approach - a genuine understanding and consideration of customers perspectives and needs, with a commitment to delivering exceptional customer service.
- Adaptability - the ability to adapt to various customer personalities, situations, and evolving business needs.
- Problem solving skills - the capability to analyse customer inquiries, identify issues, and propose effective solutions in a timely manner.
- Time management - efficient organisation of tasks and responsibilities to meet deadlines, handle multiple customer interactions, and maintain accurate records.
- Initiative - a proactive attitude to anticipate customer needs, address potential issues, and contribute positively to the overall success of the role.
- Team Collaboration - the ability to work effectively within a team, collaborating with internal departments, such as sales, logistics, and technical support, to ensure a seamless customer experience.
- Attention to detail - attention to detail in order processing, record-keeping, and communication to ensure precision and avoid errors.
- Professional confidence - a confident demeanour in presenting informat

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