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Customer Care Specialist
2 weeks ago
**Job Description Summary**: The GE Healthcare ANZ Customer Support Centre (CSC) is the central point for our customers to contact GE Healthcare for service, support, information and assistance. The CSC 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.
This role is responsible for being the professional ‘voice’ of GE Healthcare’s customer service hub for our internal and external Australian, New Zealand, Fijian and Papua New Guinean 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 representatives to professionally deal with a range of calls and operating systems in a fast paced and change orientated environment where they will deal directly with customers, online engineers, field engineers, sales team and other stakeholders.
As the business develops, the position will continue to evolve, and you will be expected to adopt a flexible approach to work requirements and to undertake new or alternative duties as required. This may include new technology usage, new work procedures and customer service delivery systems.
GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.
**Key Responsibilities**:
**Communication**:
- Answer incoming calls from internal and external customers in a professional, calm and welcoming manner and assist customer, triage calls and transfer accordingly
- 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
- Accurately enter customers’ orders as required following internal procedure
- Reconcile parts as required using internal procedure
**Essential Requirements**:
- Proven phone experience in a complex customer service environment
- Passion for customer service and finding the best outcomes for both internal and external customers
- The ability to maintain a happy, positive disposition in a complex and ever-changing environment Ability to learn and grasp new concepts quickly
- Experience with multi-tasking a complex range of administrative activities to tight timeframes Outstanding communication skills, both written and oral
- Passion to work positively as part of a team and contribute to a positive team culture and happy work environment
- Ability to work in a cross-functional team environment
- Ability to self-manage in a mature manner
- Excellent organisational and administrative skills
- Attention to detail
- A calm and analytical approach to problem solving
- Ability to facilitate a rotating roster covering from 9am - 9pm NZ time
**Preferred Experience**:
- Experience in healthcare or medical customer service environments
- Experience triaging critical customer issues
- Siebel/CRP or other CRM system knowledge
**Inclusion & Diversity**:
At GE Healthcare, we believe in the value of your unique identity, background, and experiences. We are committed to fostering an inclusive culture, where everyone feels empowered to do their best work because they feel accepted, respected, and that they belong.
By embracing diverse teams and perspectives, we are better equipped to help improve lives in the moments that matter and to build a healthier world.
We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership - always with unyielding integrity.
Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration an
