Customer Service Representative

Air 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 objective of this position is to handle inbound and outbound telephone calls from customers regarding products, services, orders, complaints, and other general enquiries.

**How will you CONTRIBUTE and GROW?**:

- Actively participate in the promotion and sale of new or complementary products and/or services whilst dealing with clients over the phone whenever appropriate opportunities arise and in an ethical manner.
- Receive and process orders for products delivery/return, breakdown services, or other services to be provided to hospitals, healthcare professional practices or to home patients in a timely 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 medical gas supplies: provide hospital staff or healthcare professionals with product or delivery information according to ALH logistic rules. Obtain a copy of appropriate product licenses and authorisations from customers. Makes Safety Data Sheets available to customers as required.
- 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 client 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 into retail CPAP clinics outlets for services to be performed in regards to CPAP./sleep services.
- 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 team leaders or relevant department for investigation after gathering all relevant information and briefing relevant parties. Ensure all complaints and compliments are documented in the IQMS system.
- Comply at all times with ALH policies and procedures and with all regulatory standards and legislations applicable to the role.

**Are you a MATCH?**:

- Show compassion and care towards customers.
- Some experience in a contact centre would be great (but not essential)
- Passion for providing good service.
- Ability to solve practical problems and respond to common enquiries from customers.
- Excellent computer literacy: ability to use Microsoft Excel, Word, Outlook. Ability to use or to rapidly acquire in depth knowledge of specific softwares

**We offer**:

- Family and Social Activities
- Salary + Super + free car parking + employee benefits
- Effective onboarding that includes training and support to ensure the successful applicant is comfortable in their role
- A professional environment with a focus on humans & wellbeing
- Salary Continuance Insurance
- Local and global opportunities
- Health and wellbeing initiatives
- Retail discount programs with over 350 retailers
- Career development opportunities

**APPLY NOW**

As part of the pre-employment process, potential employees are required to undertake background checks applicable to the requirements of the position i.e., reference checks, medical check, police check, and Australian working rights confirmation.

**Our Differences make our Performance**
At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

**About Air Liquide**:
A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrog