Customer Service Representative

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Job Summary

The purpose of the Customer Service Representative role is to provide outstanding customer service to all internal and external customers, undertake administration duties where required, represent the company in an ethical and professional manner and adhere to company policies and procedures at all times.

**Responsibilities**:
Generalised Work Activities

Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.

Making Decisions and Solving Problems — Analysing information and evaluating results to choose the best solution and solve problems.

Organising, Planning, and Prioritising Work — Developing specific goals and plans to prioritise, organise, and accomplish your work.

Inspecting Equipment, Structures, or Material — Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects with a focus on quality

Developing and Building Teams — Encouraging and building mutual trust, respect, and cooperation among team members and across departments

Work Context

Responsible for Others' Health and Safety — Ensures statutory and company policy obligations around occupational health and safety are observed in the facility.

Wear Common Protective and safety Equipment — Job requires the incumbent to wear protective and safety equipment consistent with statutory requirements and company policy.

Time Pressure — Job requires the incumbent to meet strict deadlines.

Responsibility for Outcomes and Results — Incumbent is responsible for work outcomes and results of their function

Contact with Others — Substantial face-to-face contact is required with internal and external stakeholders

Duration of Typical Work Week — Hours are from Mon to Friday, 8.30am to 5:00pm

Occasional after-hours work may be required from time to time

Freedom to Make Decisions — Ability to make decisions around processes and methodologies that better achieve objectives

Work with Work Group or Team — The role works closely with the Customer Service team, Senior Management Team, Sales Directors per Franchises, Purchasing, Accounts, Warehouse, Manufacturing and LivaNova International colleagues.

Tools and Technology

Tools used in this role
- Photocopier and Printers
- Information technology systems
- Telephones
- Packing/inpacking materials and tools

Technology used in this role
- Livanova Australia product and service range

It is the incumbent’s responsibility to ensure they meet the competency requirements of the position specification. Competency refers to all items detailed in the position specification. If competency gaps are identified by the incumbent, it is their responsibility to ensure they inform LivaNova Australia and their supervisor or manager, seek to meet the identified competency gap. LivaNova Australia will make every effort to ensure it provides the incumbent with the necessary support to achieve the desired level of competency.

Competency Profile

Knowledge

Technology and Livanova Australia Product Range - High level knowledge of the LivaNova Australia product and service range.

English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

**Skills**:
Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

Coordination — Adjusting actions in relation to others' actions.

Time Management — Managing one's own time and the time of others.

Speaking — Talking to others to convey information effectively.

Abilities

Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

Speech Clarity — The ability to speak clearly so others can understand you.

Speech Recognition — The ability to identify and understand the speech of another person.

Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognising there is a problem.

Written Comprehension — The ability to read and understand information and ideas presented in writing.