Digital Customer Service

4 weeks ago

Melbourne, Australia Bupa Full time

An opportunity for a Digital Customer Service and Fulfilment Support consultant has become available to join our team on a
** full time, permanent basis.**

The Purpose of the Digital Customer Service and Fulfilment Support is to support digital customers end-to-end purchasing journey including digital customers queries, process digital customer orders; following up orders, monitoring shipping and all other processes required to ensure the gold standard customer experience.

This role is also responsible for supporting the Fulfilment and Warehousing processes and functions including but not limited to stock management, stock transfers and liaising with the warehouse team.

**How will I help?**

Key accountabilities include:

- Efficiently, accurately and effectively manage and execute inbound and outbound processes for digital customers, in line with service level expectations:

- Inbound customer orders (customer orders)
- Outbound supplier orders (orders to suppliers)
- Manage and escalate customer feedback and enquiries accordingly with Bupa Optical & Hearing ‘customer support strategy’ and KPIs;
- Update shipping tracking numbers and dispatch information against customer orders;
- End of day banking reconciliation for online orders in Optomate;
- Ad hoc support for the Store Process and Fulfilment Lead & Partnership Ops & Fulfilment Manager, plus E-Commerce and Digital Manager;
- Support new digital projects such as chatbot, digital copy, AB testing, online merchandising;
- Optical Product Maintenance online;
- Support Warehousing and Fulfilment processes and functions including but not limited to stock management, transfers, liaising with the warehouse team;
- Provide Bupa Optical stores with business process and procedure support via centralised store queries mailbox.

**What’s in it for me?**

As well as a competitive salary, a range of Bupa benefits and
**work from home arrangements**, you’ll be challenged and encouraged to innovate. You will partner with colleagues who are dedicated to delivering exceptional experiences. We respect and consider everyone, knowing your difference will make the difference.

Perk highlights:

- Discount on our health insurance, travel, car, home, contents and pet insurance products as well as discounts when you attend a Bupa Dental clinic or purchase glasses from a Bupa Optical store.
- A dedicated internal wellbeing team provides you with a range of services, such as a global resilience program, regular training opportunities on a range of wellbeing topics and access to a variety of wellbeing discounts.
- An additional well-being day each year to treat yourself.

**What do I need?**
- **Minimum three years’ experience customer facing roles in the Optical industry**:

- Cert IV in Optical Dispensing
- Experience following processes and using systems
- Exceptional interpersonal and communication skills both written and verbal
- You love working in a fast-paced environment
- You are self-motivated and passionate about providing exceptional customer service every day
- Previous experience in warehousing and fulfilment processes i.e stock management and transfers, will be highly desirable

**About Bupa**

Bupa is an international healthcare group which has a purpose to deliver longer, healthier, happier lives and making a better world for more than 70 years. In Australia and New Zealand, Bupa assists more than 5 million customers through a broad range of health and care services including health insurance, aged care, rehabilitation, dental, optical, medical, hearing and medical visa services.

Our people reflect the diversity of our community. At Bupa, your wellbeing, identity and own story is respected and valued.

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