• Answer a high-volume of calls and emails
• Provide a high level of technical optical knowledge of products and services
• Assist internal/external customers with all queries, pricing, updates, repairs, delivery timeframes
• Notify internal/external customers of order progression
• Effectively log all customer/client integrations in CRM
• Liaise with sales team and support with closing sales, upsell opportunities and customer care
• Provide exceptional customer support and empathy at all times
• Collaborate with leaders on process improvements and best practice
• Maintain and file team reports and documentation
• Assist with and participate in new and ongoing projects
• Liaise and build strong relationships with various stakeholders

Skills: Call Management, Optical Knowledge, Query Assistance, Order Updates, CRM Logging, Sales Support, Customer Empathy, Process Improvement

• Process complex customer requests/orders by the accurate entry of customer order information into multiple core and non-core systems.
• Resolve outstanding issues to the customers’ satisfaction through detailed analysis of customer data including Billing and in accordance with national standards and procedures.
• Resolve escalated customer calls in accordance with national standards.
• Minimise revenue loss through application and adherence to national process and procedures.
• Resolve complex inquiries through the analysis of complex customer accounts and make the necessary adjustments, by prescribed national procedures and/or customer processes.
• Make recommendation on waiver of charges within prescribed framework.
• Handle customer enquiries, escalations and complaints
• Provide solution based outcomes with an emphasis on customer experience
• Manage inbound and outbound calls
• Conduct investigations regarding non-conformance claims

Skills: Order Processing Accuracy, Issue Resolution, Escalation Management, Revenue Protection, Account Analysis, Charge Waiver Recommendations, Customer Inquiry Handling, Investigative Problem Solving

• Help further develop customer service and sales team. 
• Convey feedback from customers further in the organization, so that we can constantly improve.
• Respond to customer's inquiries or complaints from various channels (Email, SMS, WhatsApp, etc).
• Support operations and other departments by performing confirmation chat or email.
• Provide excellent service to customers by showcasing friendliness and willingness to help in accordance with the SOP
• Traveling across the DFW area fitting patients for post-op bracing
• Being an active team player in the Medicos Family
• Achieving customer and patient satisfaction
• Building trust and lasting relationships with customers and their patients
• Handling complaints, providing appropriate solutions that fit the Medicos methodology, and following up to ensure satisfaction

Skills: Customer Service Excellence, Sales Team Development, Multichannel Communication, Customer Feedback Analysis, Operational Support, Post-Op Bracing Expertise, Relationship Building, Complaint Resolution

• Complete a comprehensive paid training course to be ready to help customers make an impact in their lives.
• Help customers while working a 40 hour-a-week schedule that could vary.
• Provide an outstanding customer service experience all while generating energy, excitement, and passion around AIG products.
• Quickly and effectively problem solve and be able to action items effectively to deliver impactful solutions.
• Effectively convey policy information and company procedures to all customers.
• Manage and troubleshoot complex customer service issues involving cross functional partners while using advanced technical skills.
• Appropriately respond to customer queries over the phone
• Answer a high volume of inbound calls in a fast, flexible and dynamic way
• Educate customers on processes
• Manage the database, input information, and record conversations
• Create reports and support with general administration

Skills: Customer Training Completion, Schedule Flexibility, Customer Service Excellence, Problem Solving, Policy Communication, Technical Troubleshooting, Inbound Call Handling, Database Management

• Responding to a range of enquiries from employers about their superannuation plans
• Identifying opportunities for potential streamlining and reduced complexity in fund design, leading to increased profitability
• Facilitating plan changes by Transition Management processes and procedures
• Liaising with processing teams
• Handle payroll, insurance, contribution and benefit design enquiries
• Generate reports and correspondence as required, some automated, some manual
• Identify areas of process improvement, improving customer experience & maximising efficiency
• Encourage and support cross skilling within the immediate team and across the Employer Super teams
• Accountable for end to end process and employer experience
• Ensure legislative requirements are maintained
• Be vigilant in identifying and escalating incidents, breaches, or losses
• Carry out O H & S responsibilities

Skills: Enquiry Handling, Process Streamlining, Plan Facilitation, Team Liaison, Report Generation, Process Improvement, Cross-Skilling Support, Compliance Vigilance

• Love helping people and being a team player
• Be warm and friendly and great with customers
• Have a growth mindset and thrive on learning new skills
• Be self-motivated to reach goals
• Be excited about career and growth
• Excellent English skills, both verbal and written
• Strong attention to detail
• An ability to multi-task and adapt to changing conditions
• Good knowledge of computers and MS Office

Qualifications: BS in Marketing with 3 years of Experience

• Contact center experience and exceptional communication skills
• Ability to identify sales leads for other areas of the business
• Quick to pick up new systems and navigate through complex information
• Think outside the square when finding solutions for customers/advisers
• Proven ability to foster & maintain positive working relationships with key stakeholders.
• Experience in a Customer Service role or business-to-Business experience
• Good knowledge of computers and MS Office
• Excellent communication skills and proven problem solving abilities
• Ability to prioritise and multi-task 

Qualifications: BA in Psychology with 2 years of Experience

• Experience in a customer service role.
• Demonstrate strong conversational skills
• Able to communicate with affluent customer base, corporate business employees and dealer partners.
• Able to clearly document information from customers and business partners.
• Strong toggle between various applications and websites.
• Experience with internet search tools- must be able to utilize online resources to locate key information.
• Strong ability to engage and work with people internal and external to the business
• Experience in contact centre environments
• Excellent written & verbal communication skills
• Effective problem solving skills
• Experience in similar environment/telecom industry 

Qualifications: BA in Public Relations with 3 years of Experience

• Prior experience using SAP 
• Experienced with Microsoft Office applications (Excel, Word, PowerPoint, Outlook).
• Excellent written and verbal communication skills.
• First hand customer support/sales experience.
• Ability to prioritise and adapt to change
• Experience in the MedTech/Consumables/Pharma/Healthcare Industry advantageous.
• Do attitude and strong desire to make process improvements.
• Team player with the customer experience at the heart of all they do.
• A drive for innovation and going the extra mile.
• Experience in being part of a team who has implemented improvement initiatives to provide superior Customer Service.

Qualifications: BA in Sociology with 5 years of Experience

• Experience in a customer service role (ideally phone based).
• Strong verbal & written communication skills, with a demonstrated ability to explain complex information in a simple manner.
• Excellent time management, organisational and prioritising skills.
• Proven ability to deliver a superior customer experience
• Experience solving complex customer queries
• Demonstrated accountability and follow through to see customer issues resolved
• Must be able to pass background checks, including a national police history check and provide 2 references
• Love customer service and awesome products
• Be organised with a methodical approach to tasks
• Be a problem solver and forward thinker
• Think outside the box and go above and beyond for customers

Qualifications: BA in Communication with 1 year of Experience