Customer Care Representative

2 weeks ago

Mascot, Australia Boston Scientific Corporation Full time

**Customer Care Representative**:

- Remote Eligible: Hybrid- Onsite Location(s): Mascot, NSW, AU**The Role**

This role works with the Customer Care Team to achieve Customer Focus objectives relating to: order handling, billing enquiries, complaint handling as well as customer, doctor and patient enquiries. The key focus of this role is to provide both internal and external customers with a high level of customer service.

**Responsibilities**:

- Effectively manage enquiries from both internal and external customers through a range of different communication methods
- Process incoming orders for customers according to specific requirements, including consignment orders, sales rep inventory requests, loan kits, free of charge deliveries and returns
- Providing a high level of service and responsiveness with all enquiries including but not limited to order and delivery follow up, product availability, pricing, invoicing queries, disputes or discrepancies
- Run reports as necessaryMaintain documentation in accordance with quality and financial audit requirements
- Work in adherence to quality and compliance processes
- To represent Boston Scientific values and perform your role with integrity
- Contribute to a positive team environment and provide colleagues with support

**Key Competencies**:
**Functional expertise**

Demonstrated high knowledge of CS tasks and functions

**Relationship Building**

A real team player with the ability to build collaborative relationships across the Australia and New Zealand Customer Care team

**Customer Focus**

High focus on customer satisfaction with both internal and external stakeholders
Mature, professional and resourceful approach

**Planning & Execution**

Good organisational/time management skills with ability to multi task
Demonstrated ability to quickly learn new processes and systems
High attention to detail

**Communication & Engagement**

Excellent communication and interpersonal skills

**Courage**

Resilient with ability to work calmly under pressure

**Adaptability**

Ability to handle various tasks and priorities

**Role Scope**:
**Knowledge**

Solid knowledge of the job, competent in fundamental elements of processing, enquiry handling and following procedures.

**Cognitive Skills**

Performs routine and non-routine assignments following standard procedure. Makes adjustments to transactions or tasks as directed. Tasks require some judgement in troubleshooting to resolve issues. Self-awareness and ability to self-regulate behaviour or actions to meet business standards.

**Supervision**

Moderate supervision. Receives general instructions on routine work and detailed instructions on new assignments. Ability to work within team to contribute to even and adequate service coverage for our customers.

**Interactions with others**

Contacts are typically individuals within own department, Operations, Sales Team or Finance. Interactions with external contacts are often and involve obtaining or providing information, actioning requests or resolving issues.

**Quality System Requirement**:
In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.

Customer Care Representative

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