Customer Service

2 weeks ago

Sydney, Australia Pettit Pharma & Device Search Full time

2 x positions - 1 x 10 month contract & 1 x permanent role
- Are you on a working holiday visa seeking a contract role?
- In hospitality, retail sales? Do you love customer service?

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.

WHAT YOU WILL DO EVERY DAY
- This office based (in Macquarie Park with on-site parking) 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 role manages customer interactions for medical equipment that gets installed at customer sites (mainly clinical practices) to ensure smooth and timely resolution of each incident and proactively informs customers on the status of their enquiry and work being undertaken.
- You will manage phone calls in a professional manner on the service Hotline.
- You will handle first level customer complaints and provide triage assistance for common faults and failures and efficiently manage all service calls ensuring all information is recorded for timely resolution.
- You will create estimates and quotations for incidents and minimise all open incidents and ensure all incidents meet service requirements.
- 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 coordinate remote diagnostics via Field Service Engineers and monitor the repair process in agreement with the Service Manager.

WHAT YOU WILL NEED
- Experience in the field of customer service and support. This might be in retail, hospitality, any industry in a customer service type role, that requires a professional, friendly manner and great attitude towards helping customers, over the phone or face to face. This role is office based in Macquarie Park.
- Ability to manage multiple tasks, with strong organisational and English communication skills.
- This person must meet or exceed service level requirements and promote the customer service function in a positive and professional manner.
- Intermediate computer literacy in Microsoft Office, including Excel and database management.
- Ability to learn basic technical features and common faults to assist customers with basic trouble shooting.

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