Customer Care Representative

About the role

Air Liquide Healthcare Australia supplies medical gases, homecare and sleep services, specialising in respiratory diseases, sleep diagnostics and CPAP therapy. This Customer Care Representative supports the manager and the team by handling daily tasks, general enquiries and complaints, and by processing phone, email and fax orders so products and services reach customers on time.

Key responsibilities

• Handle inbound and outbound calls, faxes and emails, answering enquiries about products, services, stock, prices and delivery options.
• Promote new or complementary products ethically during phone conversations with patients.
• For homecare and sleep services: liaise with doctors, hospitals and payers to approve supplies, propose delivery options and conduct preliminary risk assessments with patients and carers.
• For diagnostics services: give hospital staff and healthcare professionals information about sleep diagnostics and propose service options.
• Enter data accurately into the ALH data management system, update it when needed, and use it to schedule deliveries, returns, maintenance and bookings, and to produce online delivery dockets.
• Troubleshoot basic equipment issues over the phone before escalating, explain operating instructions clearly and document all complaints and compliments.
• Escalate unresolved complaints promptly to the manager or relevant department and comply with company policies and regulations.
• Process orders and invoices, maintain accurate customer records, and suggest improvements to administrative processes and customer service efficiency.

Required profile

• Minimum of one year of experience or equivalent training.
• Ability to read, analyse and interpret documents such as procedure manuals, and to follow instructions to completion.
• Superior customer service skills, excellent phone manners and strong interpersonal and communication skills.
• Team-based approach, great organisation skills and ability to work autonomously.

Required skills

• Excellent computer literacy, including the Google Suite.
• Ability to use or quickly learn software such as Monday, Great Plains and SimplyBookMe.