Customer Care Representative
vor 3 Wochen
Convatec Sydney, New South Wales, Australia Convatec is a global medical products and technologies company focussed on advanced wound care, ostomy care, continence care and infusion care. With over 10,000 colleagues, we deliver products and services in around 90 countries. Our mission is to improve patient outcomes and reduce care costs while staying forever caring. About Role As a Customer Care Representative you will play a key part in the Customer Care team, working alongside a dynamic team that values innovation, collaboration and continuous growth. Manage inbound calls, emails and web forms from clinicians, patients and Convatec staff and assist with product information, usage queries and sampling of products. Conduct outbound follow‑up calls with patients as part of the me+ patient care continuum model to provide support to patients. Coordinate discharge kits and product samples in collaboration with Stomal Therapy Nurses, Medical Sales Specialists and 3PL. Follow CIC (Customer Interaction Centre CRM) guidelines on case and fulfilment creation. Accurately maintain CIC database with relevant and usable end‑user clinical and patient data. Provide support to the sales and marketing teams when required. Adhere to company policies and guidelines. Work towards achieving set KPIs and objectives for your role. About You Previous experience and success in outbound sales and/or customer service. A degree in nursing or medicine is preferred. Clear communication skills and ability to build strong professional relationships. Demonstrated self‑drive and initiative. Ability to adapt to a busy and constantly evolving environment and prioritise based on customer needs and team workload. Strong drive to follow issues through to completion. Strong focus on continuous improvement. High attention to detail. Calm demeanour maintained under pressure. Good judgement and problem‑solving skills. Experience with CRM systems / databases is an advantage. Intermediate MS Office skills (Excel, Word, PowerPoint & Outlook). Desire for continual learning in our product range and current standards of care. Ability to develop trust through ethical and consistent behaviour. Supports team members to achieve shared objectives by encouraging collaboration, candor and open sharing of information and expertise. Benefits Flexible working arrangements. Ongoing learning and development opportunities. Competitive remuneration. Access to health and wellbeing programs. Beware of scams online or from individuals claiming to represent Convatec. A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address. If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees. If you’re unsure, please contact us at Equal Opportunities Convatec provides equal employment opportunities for all current employees and applicants for employment. No one will be discriminated against because of race, religion, creed, colour, national origin, sexual orientation, gender identity, age, marital status, disability, or any other basis prohibited by law. #J-18808-Ljbffr
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