Customer Service RepresentativeApply locations Kuala Lumpur, Malaysia
Time type: Full time
Posted on: Posted Today
Job requisition ID: JR_037846
Let's talk about the team:
As a Customer Service Representative supporting ANZ market, you will provide exceptional customer service and support to our customer base, sales representatives, and consumers. Within a performance-driven environment, you will support a variety of service programs designed to put the customer first.
Fixed term role with potential renewable contract
Shift times Monday - Friday: 6am - 3pm or 8am - 5pm
Let's talk about Responsibilities:
Provide order, returns, complaints, credit, and rental requests processing data entry for requests from customers, by phone, fax, email, and EDI transactions.
Respond to inquiries in a manner which meets high quality, productivity, and other performance standards in accordance with company requirements and customer needs.
Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines.
Attempt to troubleshoot customers' problems. Inform supervision/management of all unresolved complaints.
Document customer transactions accurately in Oracle.
Ensure pricing approval process is supported and works in compliance with Customer Service policies and procedures.
Actively manage cross-functional systems to ensure accurate patient/customer record keeping, including storage, monitoring, and reporting; liaising with multiple internal departments as required.
Perform proactive follow-up with other Customer Support Team members to ensure efficient resolution to customer requests through collaboration and effective teamwork (applicable for CSR only).
Provide training and support for team members (applicable for CSR only).
Provide support for special projects as needed (applicable for CSR only).
Let's talk about Qualifications and Experience:
Enter faxed and email orders, RMAs (Return Material Authorization), credits, sample requests, rental requests, and complaints into Oracle, including confirmation to the customer if applicable.
Support for RSVP (ResMed Sleep & Ventilation Program), Mask Guarantee program, ResMed Online Store (ROS), and ResMed SleepVantage program.
Respond to patient calls and emails promptly, competently, and professionally.
Import consignment orders to Oracle and process RMAs for 3PLs (3rd Party Logistics).
Ability to meet SLAs and critical deadlines.
Strong personal computer skills and familiarity with Windows-based software.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to communicate clearly and effectively. Effective retention skills.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Other responsibilities as assigned.
Required:
Must be able to work in enterprise-level ERP (e.g., Oracle) and CRM (e.g., Sales Force Dotcom) applications, navigate multiple screens, and enter customer information/orders accurately.
Must demonstrate strong written and oral communication skills in English.
Extremely detail-oriented.
Able to work collaboratively in a team environment.
Possess a customer-centric commitment to build and maintain customer relationships.
Demonstrate exceptional problem-solving and organizational skills.
Display energetic, self-motivated, and quick thinking with a positive attitude.
High school diploma or degree holder with a minimum of two (2) years or more customer service experience required.
Preferred:
2-4 years' experience in a high volume customer service/call center capacity highly preferred.
Degree in any discipline.
Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive, and inspiring. Where a culture driven by excellence helps you not only meet your goals but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.
About UsAt ResMed (NYSE: RMD, ASX: RMD), we pioneer innovative solutions that treat and keep people out of the hospital, empowering them to live healthier, higher-quality lives. Our digital health technologies and cloud-connected medical devices transform care for people with sleep apnea, COPD, and other chronic diseases. Our comprehensive out-of-hospital software platforms support the professionals and caregivers who help people stay healthy in the home or care setting of their choice. By enabling better care, we improve quality of life, reduce the impact of chronic disease, and lower costs for consumers and healthcare systems in more than 140 countries. To learn more, visit ResMed.com and follow @ResMed.
ResMed Corporation is an equal opportunity employer and provides equal opportunity in employment for all qualified persons, without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
(US/Canada only) ResMed is an equal opportunity/affirmative action employer. ResMed is an E-Verify Employer. ResMed is a smoke-free workplace.
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant!#J-18808-Ljbffr