Let’s talk about the team:

The primary role of Customer Support function is to provide exceptional customer service, sales and marketing support via different channels of communication. Key deliverables include addressing customer enquiries related to ResMed products, services, warranty, order processing, data entry and resolving general complaints. Identifying sales opportunities associated with customer enquiries. Providing first line technical and clinical assistance and escalating the issue to relevant teams for timely resolution.

*Working hours will be 11 PM MYT - 8 AM MYT*

Let’s talk about the role:

• Subject Matter Expert (SME) that provides training, knowledge expertise and best practices to drive consistent and continual performance improvement for team

• Ensure process alignment within the team and internal stakeholders.

• Effectively handle escalations and assist other team members to ensure efficient resolution to customer requests through collaboration and effective teamwork.

• Provide process improvement suggestions, create/ update training documents and email templates.

• Work to support continuous improvement projects, system testing and special projects as needed.

• Provide order processing data entry for requests from customers to place and manage orders, provide pricing and delivery information, and additional requests, by phone, fax, email, and EDI transactions.

• Respond to inquiries in a manner which meets high quality, productivity and other performance standard 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 to Customer Service policies and procedures.

• Utilize order-processing reporting system to ensure all orders are completed successfully through order fulfilment process.

• Enter faxed and email orders, RMAs (Return Material Authorization), sample requests and complaints into Oracle, including confirmation to the customer if applicable

• Respond to patient calls and emails received through our US websites.

Let’s talk about you:

• Diploma or degree holder in any discipline.

• Minimum 10 years’ experience in a high volume customer service/call centre capacity.

• Experience conducting training, preparing training document, presentation, process flow and email templates.

• Must be able to handle escalations, ad-hoc tasks and demonstrate exceptional problem solving and organizational skills.

• Must demonstrate strong written and oral communication skills in English.

• 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.

• Strong personal computer skills and familiarity with Windows-based software.

• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

• Ability to multi-task in a fast-paced environment.

• Ability to communicate clearly and effectively. Effective retention skills.

• 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, innovative and quick thinking with positive attitude.

 Preferred:

• Experience supporting process improvement projects and UAT testing on ERP/CRM systems.

• Experience supporting users from US, Canada, Australia or other countries

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.