Customer Service Representative, SME & Trainer Job at ResMed (Kuala Lumpur)

Job Description

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*

Job Responsibility

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

Requirements

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

Nice to have

Experience supporting process improvement projects and UAT testing on ERP/CRM systems
Experience supporting users from US, Canada, Australia or other countries

ResMed - All Job Offers