Customer Care Representative at Fresenius Medical Care

City of Cockburn, Western Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

23 Mar, 26

Salary

0.0

Posted On

23 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Experience, Team Player, Leadership, Integrity, Flexibility, Efficiency, Commercial Acumen, Change Management, Communication Skills, Problem-Solving, Interpersonal Skills, Influencing Skills, SAP Experience, MS Excel, Conflict Resolution

Industry

Hospitals and Health Care

Description

Skills , Knowledge & Experience 3+ years operational experience in a similar environment Ability to be an authentic team player Able to demonstrate the LIFE principles (Leadership, Integrity, Flexibility, Efficiency) Strong commercial acumen Able to foster relationships with cross functional partners Change management skills Strong communication and verbal skills Excellent problem-solving skills Dedicated in providing superior service to respective stakeholders Ability to develop strong working relationships with stakeholders and customers through effective interpersonal and influencing skills Ability to work under pressure and manage conflicting priorities SAP experience preferred. Intermediate skills in MS Excel, Word and PowerPoint. Conflict resolution skills. Key Responsibilities Processing all types of Hospital and Home Patient orders (including spare parts orders) for delivery. Making outbound phone calls and receiving inbound phone calls. Creation and setup of new patients Identify and articulate any process operational improvement initiatives. Ensure priority meets business requirements and is Identified, resolved, and tracked as quickly as possible. Provide and publish analytics to key operational KPIs (stocktake to orders conversions, blocked orders rate, etc) working closely with key stakeholders. Review and investigate customer complaints on a periodic basis. Ensure operational SOPs/WIs are documented/reviewed and stored in a central location for access. Liaise with the new starters as a ‘buddy’ to make the onboarding process smoother for the new employee. Escalate and discuss with CC ANZ Manager for escalations. Liaise with sales, warehouse & transport, supply chain and all relevant stakeholders to ensure completion of orders. Effectively communicate with internal and external stakeholders regarding issues impacting customers. Support team members to perform operational duties during their absence Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area. Let’s stay connected! Joining our talent network allows us to send you new job opportunities!

Responsibilities

The Customer Care Representative will process hospital and home patient orders, manage phone communications, and identify operational improvements. They will also provide analytics on key operational KPIs and handle customer complaints.