Support Experience Champion

7 days ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $90,000 - $105,000
Customer Service Manager Job Summary

This position plays a vital role in leading and facilitating the customer experience, ensuring all requirements are met pre and post OPU. The ideal candidate will possess strong problem-solving skills, exceptional written, verbal, and active listening communication skills, and embody Vytelle's Core Values.

Key Responsibilities
  • Operational Coordination:
    • Confirm semen, matings, reverse sort, backup sires, split matings, paperwork etc. with customers prior to IVF to ensure all required information and semen are in place for the OPU.
  • Create and manage donor OPU schedules on farm/access points/satellites
  • Coordinate embryo/semen storage/shipping with customers and create packing list
  • Proactive coordination and communication of IVF process Day 6 predictions and customer priority coordination for fresh transfers
  • Facilitation and communication of scheduling and logistics between customer and operations, accounting/finance, and commercial as needed
  • Schedule and confirm service dates between Vytelle customers and Vytelle Operations.
  • Provide all customer information necessary for Field Operations team to be able to plan travel, logistics, equipment and materials, etc.
  • Acquire sales information that is needed to bill customers timely and correctly.
  • Customer Coordination:
    • Answer general and specific questions about Vytelle ADVANCE services pre and post OPU
    • Customer Inbound question management: Regarding the production process and status, including information and expectations for embryo production (# oocytes from OPU to lab, cleavage rates, predictions, etc.)
    • Customer Outbound follow up: gather data on the entire Vytelle experience, including: embryo transfer information, pregnancy rates, calving information, etc.
    • Customer Reporting: Send final reports and freezing certificates to customers
    • Connect customer to Vytelle recommended adjacent service providers - examples: donor housing, recipients, embryo transfer technicians, embryo/semen storage services, etc.
  • Customer Service Data Management:
    • Champion and drive use and compliance to the use of Vytelle.io software internally and externally and answer any support-related question
    • Identify, track, raise, manage and resolve customer experience issues, collaborating with appropriate Vytelle staff.
    • Follow up post OPU for data collection, feedback and rescheduling
Requirements

The ideal candidate will require a strong ability to establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the Company. Setting goals, resolving problems, and making decisions that enhance the Company's effectiveness is essential to success in this role.

Essential Skills and Qualifications
  • Strong problem-solving skills
  • Exceptional written, verbal, and active listening communication skills
  • Leadership skills
  • Pioneer spirit
  • Lovely attitude
  • Ability to adopt and adhere to Vytelle's Foundation

This position requires a highly skilled and dedicated professional who can make a significant impact on our customers' experience.

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