Customer Service

2 weeks ago

Ryde, Australia Pettit Pharma & Device Search Full time

Great, friendly, awesome team, fun environment
- Parking on-site in Macquarie Park
- Do you love building relationships with customers?

THE COMPANY YOU WOULD BE JOINING
- This organisation is a top international medical device/equipment company who are leaders in their very niche field.
- They are represented in over 25 countries and operate in 5 therapeutic areas in the healthcare space.

WHAT’S IN IT FOR YOU?
- Very family friendly, collaborative culture.
- Cutting edge technologies, quality and reputation are the foundation of this European market leader.
- Opportunities for growth and career development with excellent training, a company that will invest in your future.
- Parking on-site in Macquarie Park.

WHAT YOU WILL LEAD AND MANAGE
- This Customer Service Coordinator position interacts with customers and the back-office administration team to provide and process information in response to general enquiries, service agreement enquiries and proposals and service orders.
- The Customer Service Coordinator manages customer interactions to ensure smooth and timely resolution of each incident and proactively informs customers about the status of their issue.
- You will professionally manage phone calls on the service Hotline and online. These will include first level customer complaints and providing triage assistance for common faults and failures. You will efficiently manage all service calls ensuring all information is recorded for timely resolution of the incident.
- You will create estimates/quotations for incidents and minimise all open incidents and ensure all incidents meet the SLA required by the customer.
- You will ensure correct allocation, scheduling and management of all incidents/tickets to appropriate service engineers and ensure all assignments are correctly allocated and managed to ensure efficient resolution of each incident.
- You will follow up with the customer on completion of the service ticket.
- You will promote the sale of service agreements. Tasks include:

- actively promote service agreements to both existing and new customers
- generate and send service agreement proposals to customers
- maintain and update existing instrument service agreements
- administer service agreement cancellations, amendments and credits.

WHAT YOU WILL NEED
- Experience in the field of customer service and support, in a similar role.
- Ability to manage multiple tasks.
- Very strong organisational and communication skills.
- Intermediate to advanced computer literacy in Word, spreadsheet and database management.
- Ability to learn basic technical features and common faults to assist customers with basic trouble shooting.

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