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Customer Care Specialist - 6 months Max Term Contract

General Electric
Springfield, NSW
7 days ago: General Electric

Job Description

Role Summary:The ‘GE1’ or ANZ Customer Service Centre is the central point for our customers to contact GE Healthcare for service, support, information and assistance. The GE1 Centre is responsible for delivering high quality service to all internal and external customers, ensuring we do this in a consistently professional, positive, engaging and timely manner.
To service our customers, the Customer Service Centre operating hours are 5am – 7pm (daylight savings time and 6am-7pm AEST).
Essential Responsibilities:The Customer Care Specialist is responsible for being the professional ‘voice’ of GE Health’s customer service hub for our internal and external ANZ and PNG customers who have installed our equipment in their medical practices and hospitals. It requires a Call Centre Professional who is attentive to our customers and can navigate a complex internal environment
The role requires our Customer Care Specialists to confidently manage a range of calls and operating systems in a complex fast paced environment where they will communicate directly with external customers and internal customers such as online engineers, field engineers, sales team and other stakeholders.
Communication
• Answer incoming calls from internal and external customers in a professional, calm and welcoming manner and assist customer, triage calls and transfer accordingly
• Respond to other internal and external customers contacts (emails, voice mail) professionally and positively in line with internal procedure
• Accurately and with a high attention to detail, search, enter and administrate the required operating systems to deliver the required service
• Follow up and ensure effective communication with customers to keep them informed on activities
Customer Escalation
• Triage the escalation and clearly and accurately log all activities in the required operating systems as per procedures
• Communicate/escalate the issue to the appropriate team ensuring effective communication of issue and provision of required information
• Monitor the escalation when required and ensure response times are managed in line with service level agreements
Field Engineer Support
• Support and assist our field engineering team with parts, customer information and other activities as required
Parts & Sales
• Order and administrate parts as required using all internal procedures
• Assist with parts pricing as required using internal procedures
• Accurately enter customers’ orders as required following internal procedure
• Reconcile parts as required using internal procedure
General (but not limited too)
• Act with professionalism, integrity and a positive approach at all times
• Be adoptive of change and be flexible and positive in an ever-changing environment
• Prioritize work to ensure critical tasks are completed within the required timeframes
• Invoicing/customer preparation for postage
• Develop solid product knowledge and a strong understanding of business functions within GEHC
• Work as part of a team and adopt a flexible approach to increase and maintain the quality of service
• Build effective relationships with Logistics, OLE team, FE Team to apply the one point of contact philosophy and build confidence support will be provided to these stakeholders no matter what the reason for contact
• Adhere to procedures articulated in the Standard Operating Procedures (SOP’s), and escalate any continuous improvement initiatives around processes to the Customer Service Centre Manager
• On-going liaison and support function to the FE for SR specific requirements
• Maintaining SOP documents for internal and external audits in accordance with ISO 9001
• Participate positively in team development, through meetings and other planned events
• Updating and maintenance of information source references
• ODS quotation administration
• Other administration activities as required
Qualifications/Requirements:Qualifications/Requirements
1. Proven experience > 2 years working within a complex customer service call centre environment
2. The ability to maintain a happy, positive disposition in a complex and ever changing environment
3. Proven ability to multi-task whilst working on a complex range of administrative activities within tight timeframes .
4. Outstanding communication skills, both written and oral.
5. Competent with Microsoft Office suite of applications
6. Ability to work in a cross-functional team environment.
7. Ability to self-manage in a mature manner
8. Excellent organizational and administrative skills
9. Attention to detail.
10. A calm and analytical approach to problem solving.
11. Passion to work positively as part of a team and contribute to a positive team culture and happy work environment
12. Siebel/CRP or other CRM system knowledge
13. Available to work a Rotating Roster covering from 5am – 7pm (daylight savings time and 6am-7pm AEST)
Desired Characteristics:1. Experience in the health or medical environment
2. Experience triaging critical customer issues
About Us:GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.comAdditional Locations:Australia;Springfield Central;
Role Summary:The ‘GE1’ or ANZ Customer Service Centre is the central point for our customers to contact GE Healthcare for service, support, information and assistance. The GE1 Centre is responsible for delivering high quality service to all internal and external customers, ensuring we do this in a consistently professional, positive, engaging and timely manner.To service our customers, the Customer Service Centre operating hours are 5am – 7pm (daylight savings time and 6am-7pm AEST).Essential Responsibilities:The Customer Care Specialist is responsible for being the professional ‘voice’ of GE Health’s customer service hub for our internal and external ANZ and PNG customers who have...

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