Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.
We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don't settle for the mediocre. Each of us is driven to help improve patients' lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.
Position Overview This position is accountable for building and leading high performance teams to meet business demand and customer requirements. It is responsible for the leadership of the team and supporting the Customer Service Manager ANZ to meet operational and business metrics.
This position is accountable for ensuring that customer/patient orders, returns, credits, complaints, requests, adverse events, and medical enquiries are resolved in a timely, accurate and cost-effective manner within first call resolution. The key focuses for this role are to ensure the team is high performing in all five Customer Support Core strengths: Timely response, First call resolution, Professional Call Quality, Accurate information and processing, and highly skilled people.
This role will be a combination of ensuring operational excellence, continuous improvement, project work, and people management.
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