Be Remarkable. Join our tenacious team to transform drug management globally.
We are seeking a proactive and empathetic Customer Success Phone Support Specialist to join our team. Have a daily point of contact with our customers engaging and supporting them in using our software and be the game changer in med-tech support empowering our customers to provide real-time and reliable services.
About the Company
The Company is an exciting, dynamic and young venture-backed company. We are an AI-driven start-up within the healthcare industry working on a management platform aimed at reducing adverse drug events within the Pharmacy, Hospital and Aged Care Facility settings. We specialise in AI analytics and Facial Recognition technology for care providers to create easy-to-use, efficient, and secure solutions within the customer-facing environment. Our culture values integrity, tenacity, self-initiative and creative thinking. We push our workers to reach their maximum potential not just as a worker but as human beings, whilst letting you be the master of your own.
About the Role
The primary responsibility of this role is to assist customers with their phone inquiries, troubleshoot issues, and ensure a seamless customer experience. The successful candidate will have excellent communication skills, a genuine passion for customer success, and the ability to build rapport and trust with clients over the phone.
Objectives of the Role
To provide high-quality phone support to customers, addressing their queries, concerns, and technical issues in a timely and professional manner. The objective is to create positive customer experiences, determining the customer's lifetime value by building lasting relationships through creating ‘wow’ moments in customer service.
Responsibilities
- Provide high-quality phone support to customers, address concerns, queries, and technical issues in a prompt manner.
- Take phone support calls, troubleshoot, and diagnose issues that the pharmacists are having and resolve these issues promptly.
- Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Ensure customer records are accurately maintained, with the additions of updated account information, customer interactions, support issues, inquiries and resolutions in the CRM system, maintaining a comprehensive and organised record of all historical support activities.
- Establish strong relationships with customers as a trusted and strategic advisor to help ensure the continued value of our products and services. Understand their unique needs and demonstrate empathy and understanding throughout interactions.
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, offering insights and suggestions to help them achieve success with the product and services; documenting all.
- Develop an expertise understanding of the products and services, staying up to date with new features and updates to effectively support customers.
- Escalate complex issues to the appropriate teams while following up to ensure prompt resolution and customer satisfaction.
- Prepares product or service reports by collecting and analysing customer information.
Collate and deliver customer feedback to the relevant individuals and/or departments to help improve the product, services, and customer experience.
- Communicate effectively with both internal and external stakeholders to better understand customer needs, maximise retention and growth, and share learnings; ultimately advocating for customer needs.
- Maintain existing customer-success metrics and data as directed.
- Be responsible for reporting on the customer's lifetime value.
Requirements
- Certificate level qualification or higher.
- Proven experience in customer service with at least 3 years of experience in a customer-focused role. Preferably in a phone support capacity.
- Excellent customer service skills along with a calm, patient and professional demeanour when dealing with challenging customer situations.
- Strong sense of empathy and a customer-centric approach, ensuring customers feel heard, valued and understood.
- Top-notch administrative and organizational skills to manage multiple customer interactions and ensure no customer is left unattended.
- Ability to troubleshoot, detect and remove barriers to learning and convey complex information in an understandable way.
- Attention to detail and a background in service orientation.
- Ability to explain technical concepts in a clear and understandable manner
Clerical knowledge of admin and clerical procedures and systems
Desired Requirements
- Experience working in a fast-paced environment.
- Ability to work both autonomously and with a team.
- A professional, punctual honest approach.
- Basic technical aptitude and data entry skills with the ability to quickly grasp technical concepts related to our products and services.
If you are interested in the position, please apply using the Job Link below;
https://strongroomai.bamboohr.com/careers/34?source=aWQ9MzM%3D
This position can also be conducted for a remote location via a hybrid working model - meaning any state in Australia outside of Victoria.
