JOB SUMMARY
We are seeking a highly motivated and experienced Customer Service Representative to join our team, who has a background in handling Australian accounts or Healthcare/Pharmacy accounts. The ideal candidate should possess a strong background in customer service, with proven experience in managing Australian clients and a deep understanding of healthcare or pharmacy operations. You will be responsible for providing exceptional support, resolving inquiries, and ensuring customer satisfaction while adhering to Australian standards and regulations.
Responsibilities:
- Customer Interaction:
- Provide timely and professional support to Australian clients via phone, email, and chat.
- Address and resolve customer inquiries related to healthcare/pharmacy services, products, and billing.
- Maintain accurate and detailed records of customer interactions and transactions.
- Proactively identify and address potential customer issues and concerns.
- Build and maintain strong customer relationships.
- Account Management (Australian Specific):
- Understand and adhere to Australian healthcare regulations and privacy laws (e.g., HIPAA equivalent, if applicable).
- Process and manage prescriptions, orders, and appointments according to Australian pharmacy/healthcare protocols.
- Handle billing and payment inquiries, ensuring accuracy and compliance with Australian financial standards.
- Understand and utilize Australian healthcare terminology and systems.
- Navigate time zone differences effectively.
- Healthcare/Pharmacy Knowledge:
- Demonstrate a strong understanding of pharmacy or healthcare operations, including medications, treatments, and procedures.
- Provide accurate information regarding products, services, and policies.
- Collaborate with healthcare professionals to resolve complex customer issues.
- Stay updated on changes within the Australian healthcare system.
- Technical Proficiency:
- Utilize CRM and other relevant software to manage customer interactions and data.
- Navigate and troubleshoot technical issues related to online portals and systems.
- Maintain proficiency in using communication tools (e.g., phone systems, email, chat platforms).
- Team Collaboration:
- Work effectively with team members and other departments to ensure seamless customer service.
- Participate in training and development programs to enhance skills and knowledge.
- Provide feedback and suggestions for process improvements.
- Adhere to company policies and procedures.
Qualifications:
- Proven experience as a Customer Service Representative, preferably in a healthcare/pharmacy setting.
- Demonstrated experience handling Australian customer accounts.
- Strong understanding of Australian healthcare regulations and terminology.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work independently and as part of a team.
- Proficiency in CRM systems and other customer service tools.
- Strong attention to detail and accuracy.
- Ability to handle sensitive information with confidentiality.
- Flexibility to work shifts that accommodate Australian time zones.
- High school diploma or equivalent; Bachelor's degree preferred.
- Any relevant healthcare or pharmaceutical certifications are a plus.
Preferred Qualifications:
- Experience with specific Australian pharmacy or healthcare software.
- Knowledge of common medications and medical conditions.
- Experience with telehealth platforms.