Customer Care Representative

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