Senior Customer Service and Outbound Call Specialist - DiabetesAscensia 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 - DiabetesThe 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 – HybridWhat you will be doing:Respond to and troubleshoot customer enquiries via phone, chat, email and social mediaRecord all customer interactions in CRMEscalate enquiries where necessaryManage own sales territory to achieve sales targetsProvide sales support for other territories as requiredConduct virtual training for people with diabetes, pharmacists and healthcare professionalsTraining and Second Line Support (20%):Provide team training, mentoring & process improvementsManage call rosters & support the team in escalating complex casesEnsure proper case handling & reportingRepresent customer service team for global projectsAssist with special projects & continuous improvementsWhat You Need For Success:High school diploma or equivalent; university degree preferredMust be a permanent residentPreferable experience of administrative work in medical industryFamiliarity with MS Office (Working knowledge of Excel) & CRM systems (MS Dynamics an advantage)Ability to motivate a team without having management responsibility for the teamStrong phone contact handling skills and active listeningAn understanding of or experience with diabetes will be highly regardedWhat 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 LeaseSeniority levelAssociateEmployment typeFull-timeJob functionCustomer Service and SalesIndustriesMedical Equipment Manufacturing
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