Air Liquide Healthcare Australia are a leading and dedicated supplier of medical gases, homecare and sleep services. We specialise in respiratory diseases and have a strong reputation in sleep diagnostics and CPAP therapy.
The underlying objective of this position is to handle inbound and outbound telephone calls from customers regarding products, services, orders, complaints, and other general enquiries.
An important function of this role consists in processing on-line all phone, email, SMS and fax orders according to the company's policies and procedures to ensure a timely delivery of products and services to the customers.
a) Deal with inbound/outbound calls, faxes, SMS and emails and handle customers’ enquiries in relation with products, services, stock availability, prices and delivery options in a timely manner.
b) Actively participate in the promotion and sale of new or complementary products and/or services whilst dealing with clients over the phone whenever appropriate opportunities arise and in an ethical manner.
c) Receive and process orders for products delivery/return, breakdown services, or other services to be provided to hospitals, healthcare professional practices or to home patients in a timely manner.
d) For homecare: liaise with doctors, hospitals, and appropriate paying bodies to ensure approval of supply to patients. Liaise with patient/carer to propose delivery options according to ALH logistic rules. Conduct Preliminary Risk Assessments with patients/carers over the phone to maximise personnel’s safety.
e) Use the ALH data management system to book patients in.
f) Produce on-line delivery/service dockets.
g) Responsible for complete and accurate data entry in the ALH data management system according to company procedures. Update ALH data management system when necessary.
h) At all times maintain utmost confidentiality in the management, use, processing, sharing and all other dealings with client information or data in any form, written or otherwise.
i) Use the ALH data management system to schedule any product delivery/return, preventative maintenance or breakdown service and any other service to suit client availability and needs whilst being mindful of the efficiencies and capacities of ALH delivery systems.
j) Promptly escalate any unresolved complaints to the team leaders or relevant department for investigation after gathering all relevant information and briefing relevant parties. Ensure all complaints and compliments are documented in the IQMS system.
k) Comply at all times with ALH policies and procedures and with all regulatory standards and legislations applicable to the role.
l) Attempt to resolve all customer difficulties and complaints with equipment by troubleshooting basic issues over the phone prior to committing further ALH resources to the problem.
m) Effectively communicates with patients/carers, minimising any anxiety while providing operating instructions or guidance through any troubleshooting processes.
n) Handle customers’ complaints in a professional manner, make all efforts to resolve them in a timely professional manner.
Decisions
Autonomously works to deliver comprehensive over the phone service.
Process orders and invoice completed dockets.
Maintain accurate customer records.
Recommendations
Improvement in administrative processes.
Suggestions to increase efficiency of customer service and deliveries.
Consult the technical department regarding servicing issues.
Tertiary qualifications are considered advantageous but not essential. Minimum of one year experience and /or training or combination of equivalent education and experience.
Ability to read, analyse and interpret documents such as procedure manuals.
Ability to solve practical problems and respond to common enquiries from customers.
Ability to interpret an extensive variety of instructions and to follow tasks to completion.
Superior customer service skills and excellent phone manners.
Strong interpersonal and communication skills. Team based approach.
Great organisation skills and ability to work autonomously.
Excellent computer literacy: ability to use Microsoft Excel, Word, Gmail. Ability to use or to rapidly acquire in depth knowledge of specific softwares: IQMS, Great Plains, WebHouse.
A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.
Our Differences make our Performance
At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
