We are hiring a Customer Support Representative for our Harwell office, to join us as soon as possible. We are proposing a 12-month fixed term contract.

Let's talk about the role:

You will be working as part of the team to ensure the smooth running of all commercial operations activities for the company.  You will be responsible for processing all orders, providing a high quality point-of-contact for customer inquiries and support that facilitates ResMed’s high quality and market-leader status and ensuring that excellent relationships are developed and maintained with internal and external customers at all times.

To be a real team player and embrace the strong team spirit within the department is fundamental to the success of this role and in achieving an efficient, streamlined operation ensuring excellent customer satisfaction.

Let’s talk about Responsibilities:

Manage all customer communications promptly and fully within set timeframes. Actively build and maintain positive relationships with customers.Process all orders received via download, telephone, email and post.Deal with all communications fully within set timeframes.Actively build and maintain positive relationships with patients, customers and partners.Listen actively to understand customer needs and requirements, probing and clarifying to understand issues fully and offer suitable solutions and options when dealing with queries, troubleshooting, and providing product information.Be the first point of contact for portfolio of a range of customers and managing the interaction within the organisation.Deliver an excellent after care service and ensure that customer feedback is shared with the whole team to promote the continuous improvement of high standards of customer service.Develop and maintain good product knowledge across the ResMed portfolio as requiredEnsure administrative functions such as invoicing and filing are completed on a daily basis to ensure accuracy and data is current.Managing pricing issues and product information requests in a timely manner and to the highest standardLiaise with other departments within the business to ensure that enquiries are dealt with immediately, take ownership of a problem and ensure that the customer is kept informed at all stages.Maintain accurate and up to date entries and maintenance of records and other databases as required.Maintain the highest level of patient confidentiality and always act within data protection regulations.Manage and maintain the inboxes ensuring that all emails are dealt with professionally and in a timely manner.Prepare and manage smooth product launches at regional level.Process product return / RMA’s including arranging collections via couriers.Undertake general administrative duties as required.Work within the standard operation procedures and maintain these to the highest standard.Show flexibility and a willingness to learn new tasks and duties within the growing Customer Services Department.Incorporates new ideas into current practices and area of expertise, making processes as streamlined and efficient as possible.Complete other responsibilities and activities as required with a proactive, can do attitude.Initiate ideas and be actively involved in Business Excellence initiatives and process improvement ideas to enhance the user experience internally or externally.

B2C and B2B2C Responsibilities :

Manage and maintain various ordering systems e.g. UK web shop and sales force.Actively promote duty of care to patients.Work in close collaboration with our customers and internal departments to deliver a smooth and efficient re-supply replenishment programme. Provide first line technical and treatment support

B2B responsibilities :

Manage and maintain various ordering systems e.g. ResMed online store, EDI or sales force.Manage and maintain administration for 24hr service, price lists and pricing management for EMEA GM region and EMEA GM repair process.

Let’s talk about Qualifications and Experience:

Required:

Excellent customer care skills with strong IT and administration experience. Customer management and customer service experience.

Preferred:

Experience within the medical Industry or Healthcare environment.

Let's talk about your personal skills:

Excellent interpersonal skills to form effective working relationships. Strong Customer Service skills.Strong written and verbal communication skills with high attention to detail.Highly competent IT, organisational and planning skills. Demonstrates flexibility and adaptability to be successful in a changing environment.Excellent team player and flexibility to assist with duties where required.Ability to problem solve and innovate effectively.Ability to learn new skills and develop product knowledge.Ability to collaborate with ResMed stakeholders.

Ok, so what's next ?

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!

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.