## Customer Care RepresentativeApply: Ormeau
- Call center: Full time: Posted Today: R10104212Air Liquide Healthcare Australia are a leading and dedicated supplier of medical gases, homecare and sleep services. We specialise in respiratory diseases and have a strong reputation in sleep diagnostics and CPAP therapy.

The primary objective of this position is to support the manager and the team by managing daily tasks, general enquiries, and complaints/escalations. An important function of this role consists of processing phone, email and fax orders according to the company's policies and procedures to ensure a timely delivery of products and services to the customers.## How will you CONTRIBUTE and GROW?
* Deal with inbound/outbound calls, faxes and emails and handle customers' enquiries in relation with products, services, stock availability, prices and delivery options in a timely manner.
* Actively participate in the promotion and sale of new or complementary products and/or services whilst dealing with patients over the phone whenever appropriate opportunities arise and in an ethical manner.
* For homecare and sleep services: liaise with doctors, hospitals, and appropriate paying bodies to ensure approval of supply to patients.

Liaise with patient/carer to propose delivery options according to ALH logistic rules. Conduct Preliminary Risk Assessments with patients/carers over the phone to maximise personnel's safety.
* For diagnostics services: provide hospital staff or healthcare professionals information about sleep diagnostics.



Liaise with patient/carer to propose diagnostic services options according to ALH rules.
* Responsible for complete and accurate data entry in the ALH data management system according to company procedures.

Update ALH data management system when necessary.
* At all times maintain utmost confidentiality in the management, use, processing, sharing and all other dealings with patient information or data in any form, written or otherwise.
* Use the ALH data management system to schedule any product delivery/return, preventative maintenance or breakdown service and any other service to suit client availability and needs whilst being mindful of the efficiencies and capacities of ALH delivery systems.
* Use the ALH data management system to book clients in.
* Produce on-line delivery/service dockets.
* Attempt to resolve all customer difficulties and complaints with equipment by troubleshooting basic issues over the phone prior to committing further ALH resources to the problem.
* Effectively communicates with patients/carers, minimising any anxiety while providing operating instructions or guidance through any troubleshooting processes.
* Handle customers' complaints in a qualified manner, make all efforts to resolve them in a timely professional manner.




* Promptly escalate any unresolved complaints to the Manager or relevant department for investigation after gathering all relevant information and briefing relevant parties.

Ensure all complaints and compliments are documented.
* Comply at all times with ALH policies and procedures and with all regulatory standards and legislations applicable to the role.
* Other duties as delegated by the direct manager.Decisions* Autonomously works to deliver comprehensive over the phone service.
* Process orders and invoice completed dockets.
* Maintain accurate customer records.Recommendations* Improvement in administrative processes.
* Suggestions to increase efficiency of customer service and deliveries.
* Consult the technical department regarding servicing issues.## Are you a MATCH?
* Minimum of one year of experience or equivalent training.
* Ability to read, analyse and interpret documents such as procedure manuals.
* Ability to solve practical problems and respond to common enquiries from customers.
* Ability to interpret an extensive variety of instructions and to follow tasks to completion.
* Superior customer service skills and excellent phone manners.
* Strong interpersonal and communication skills. Team based approach.
* Great organisation skills and ability to work autonomously.
* Excellent computer literacy: ability to use the Google Suite. Ability to use or to rapidly acquire in depth knowledge of specific softwares: Monday, Great Plains, SimplyBookMe.

📌 Customer Care Representative (Perth)
🏢 Balazs
📍 Perth