Technical Customer Service Representative at RESMED MOTOR TECHNOLOGIES INC

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

30 Apr, 26

Salary

0.0

Posted On

30 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Service, Software Support, Device Support, Troubleshooting, Oracle, Sales Force Dotcom, Communication Skills, Data Entry, Problem Resolution, Customer Education, Performance Metrics, Order Processing, Complaint Handling, Ticketing System, SLA Compliance

Industry

Medical Equipment Manufacturing

Description

As a Technical Customer Service Representative, you will focus on providing exceptional customer service and software and device support to our customer base, sales representatives, and consumers. Within a performance-driven environment, you will support a variety of service programs designed to put the customer first. This will be supporting North America region. Let’s talk about Responsibilities Provide technical support to ResMed’s internal and external customers and business partners focusing on software support, device support, and general customer education through calls and email cases. Provide order, returns, complaints, credit, and rental requests processing data entry for requests from customers, by phone, fax, email, and EDI transactions Respond to customer inquiries and 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 all technical inquiries and customer-reported problems in the ticketing system, including the nature of the support inquiry and the recommended resolution. Document customer transactions accurately in Oracle. Ensure pricing approval process is supported and works in compliance with Customer Service policies and procedures. Meet SLA, contact center QA standards, and other quality metrics. Participate in an “on-call” rotation with other team members supporting customer issues during off-hours including nights and weekends. Willing to cover support hours on a rotation basis either from i. 7:30 am – 4:30 pm, ii. 10:30 am – 7:30 pm, or, iii. 11:30 am – 8:30 pm (this may change based on Daylight Saving Time). Let’s talk about Qualifications and Experience 5 or more years of experience in a high volume customer service/call center managing calls and emails, preferably external customer-facing. Experience troubleshooting medical devices or Level 1 software applications support. Strong written and oral communication skills in English. Experience in using ERP (e.g. Oracle) and CRM (e.g. Sales Force Dotcom) applications, navigate multiple screens, and enter customer information/orders accurately. Experience supporting users from US, Canada, or ANZ is preferred. #LI-IB1 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. Resmed (NYSE:RMD, ASX: RMD) creates life-changing health technologies that people love. We’re relentlessly committed to pioneering innovative technology to empower millions of people in more than 140 countries to live happier, healthier lives. Our AI-powered digital health solutions, cloud-connected devices and intelligent software make home healthcare more personalized, accessible and effective. Ultimately, Resmed envisions a world where every person can achieve their full potential through better sleep and breathing, with care delivered in their own home. Learn more about how we’re redefining sleep health at Resmed.com and follow @Resmed.

How To Apply:

Incase you would like to apply to this job directly from the source, please click here

Responsibilities

Provide technical support to internal and external customers, focusing on software and device support. Document inquiries and customer-reported problems while ensuring compliance with service policies.