Senior Customer Service and Outbound Call Specialist - Diabetes Ascensia Diabetes Care is a global specialist diabetes care company, dedicated to helping people living with diabetes.
Our mission is to empower people living with diabetes through innovative solutions that simplify and improve their lives.
We use our innovation and specialist expertise in diabetes to develop high quality solutions and tools that make a positive, daily difference for people.
At Ascensia, our values serve as the bedrock of our organization.
They guide our decisions, actions, and interactions, shaping the culture we collectively foster.
Job Title: Senior Customer Service and Outbound Call Specialist - Diabetes
The Senior Customer Service and Outbound Call Specialist will be responsible for smooth running of the Customer Service and Outbound call function within Ascensia Diabetes Care in Australia.
The position will respond to inbound customer service enquiries from people with diabetes and healthcare professionals, as well as make outbound sales calls to pharmacists and healthcare professionals.
The position will act as the overall owner of Customer Service team processes and will act as coach and guide to other team members, ensuring compliance at all times.
Location: Sydney – Hybrid
What you will be doing:
Respond to and troubleshoot customer enquiries via phone, chat, email and social media Record all customer interactions in CRM Escalate enquiries where necessary Manage own sales territory to achieve sales targets Provide sales support for other territories as required Conduct virtual training for people with diabetes, pharmacists and healthcare professionals Training and Second Line Support (20%):
Provide team training, mentoring & process improvements Manage call rosters & support the team in escalating complex cases Ensure proper case handling & reporting Represent customer service team for global projects Assist with special projects & continuous improvements What You Need For Success:
High school diploma or equivalent; university degree preferred Must be a permanent resident Preferable experience of administrative work in medical industry Familiarity with MS Office (Working knowledge of Excel) & CRM systems (MS Dynamics an advantage) Ability to motivate a team without having management responsibility for the team Strong phone contact handling skills and active listening An understanding of or experience with diabetes will be highly regarded What we can offer you:
Hybrid work environment (2 days per week in office after onboarding), Sales Incentive, Annual Wellness Benefit, optional Flu Vaccine reimbursement, Salary Continuance and Life Insurance, Employee Assistance Program, Discounted Health Insurance & access to Novated Lease
Seniority level Associate
Employment type Full-time
Job function Customer Service and Sales
Industries Medical Equipment Manufacturing
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