Customer Service Representative

2 days ago

Warriewood, New South Wales, Australia Clinigen Full time $40,000 - $80,000 per year

This role will be the primary point of contact with Clinigen's customers i.e. hospitals, physicians and pharmacists. It has responsibility for servicing our customer needs and providing information. Along with ensuring all enquiries are processed accurately following set systems and processes.

We are looking for someone keen to learn, has an eye for details, and has a calm can-do attitude. This is an entry level position, where the ideal person will not necessarily have experience in a corporate environment.

In return, we offer a place where you can kick start your career in pharmaceuticals and have a fantastic learning experience where we will teach you everything you need to know.

Role Duties:

  • Respond to inbound emails consistently meeting and maintaining the departments' performance metrics. ensuring that response times for customers do not fall outside of Service Level Agreements (SLAs)
  • Follow company guidelines whilst thinking quickly and outside the box to offer solutions to meet the customer's needs
  • Make outbound calls to assigned customers as needed.
  • Manage large amounts of incoming emails in a Service Cloud ticketing queue. Reply, resolve, assign queries within strict deadlines to achieve SLAs
  • Maintain accurate records of customer interactions, following communication procedures, guidelines and policies
  • Ensure that complaints are escalated immediately and corrective actions are implemented promptly to ensure customer relationship is maintained

Requirements

  • Fluent in English language (both written and verbal)
  • Educated to High School Certificate level standard
  • Demonstrable experience of working in a Customer service environment (Desirable but not required as training will be provided)
  • Good working knowledge of all Microsoft Office packages (Word, Excel, PowerPoint etc.)

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