Customer Care Representative

4 days ago

Sydney, New South Wales, Australia Fresenius Medical Care Full time

Fresenius Medical Care is known worldwide for our strong service culture, our commitment to patient outcomes and our outstanding clinical and product capabilities._
- Our people work with us because the work is engaging, we make a difference to people's lives and we have authentic leaders who truly care. As a company, we aim to not only achieve our quality targets, but exceed them. We are driven by continuous improvement; strategic growth and we build on our successes year on year. We strive for clinical excellence and we are proud to impact the lives of our patients and their caregivers in the way that we do._

Processing all types of Hospital and Home Patient orders (including spare parts orders) for delivery. - Making outbound phone calls and receiving inbound phone calls. - Creation and setup of new patients - Identify and articulate any process operational improvement initiatives. - Ensure priority meets business requirements and is Identified, resolved, and tracked as quickly as possible. - Provide and publish analytics to key operational KPIs (stocktake to orders conversions, blocked orders rate, etc) working closely with key stakeholders. - Review and investigate customer complaints on a periodic basis. - Ensure operational SOPs/WIs are documented/reviewed and stored in a central location for access. - Liaise with the new starters as a 'buddy' to make the onboarding process smoother for the new employee. - Escalate and discuss with CC ANZ Manager for escalations. - Liaise with sales, warehouse & transport, supply chain and all relevant stakeholders to ensure completion of orders. - Effectively communicate with internal and external stakeholders regarding issues impacting customers. - Support team members to perform operational duties during their absence

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