Job Number: 2657192Business: GE HealthcareBusiness Segment: Healthcare Asia PacificAbout Us: GE is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.Posted Position Title: Customer Relations OfficerCareer Level: ExperiencedFunction: SalesFunction Segment: Administration and SupportLocation: New ZealandU.S. State, China or Canada Provinces: City: AucklandPostal Code: 1010Relocation Assistance: NoRole Summary/Purpose: The objective of the Customer Relations Officer role is to ensure that the needs of customers are being satisfied, support the customer and the GEHC team effectively and efficiently, and build and improve the customer experience by performing all duties/tasks/activities in a proactive, timely, professional and positive manner, within timeframes where they exist. The role holder is expected to provide excellent customer service internally and externally, and promote a culture of excellence.Essential Responsibilities: ? Coordinate the day to day activities for the service maintenance team - responsible for building the framework for centralising the service delivery / SMART dispatch Tool (SDT).
? Administration of all scheduled servicing’s – Book the Preventative Maintenance (PMs) with the customer
? Customer and Field Engineer communication – Confirm the bookings with the customer and for the engineer
? Plan servicing’s in conjunction with customer – as above
? Coordinate day to day roster of the Maintenance Field Engineer (FE) – organize daily where Engineer will need to be
? Ensures statutory reporting requirements are completed – Once PM completed - paperwork is completed by FE
? Ensures real time debriefing occurs – see if FE completed and report to SDM if not done so they can follow up
? Complete Daily customer activity reports for SDM for SDM to follow up with FE
? Coordinate tooling requirements & Calibration status – part of the service dispatch that FE has correct tools and parts
? Coordinate parts delivery -
? Maintain Install Base quality in relation to PM – if find error when booking PM then update IB or refer to appropriate person
? Notification of sales process
? Ensure service quality by gathering customer feedback post service engagement and provide to SDM to follow up
? Use the customer feedback program of work and results to identify and progress customers’ needs to achieve satisfaction
? Maintain a dynamic attitude and should be able to focus on what the customers is trying to achieve
? Build sustainable relationships of trust through open and interactive communication
? Liaise with our accounts receivable and invoicing teams across sales and service to intervene early in dispute resolution with our customers and proactively reach out to customers to prevent conflict situations occurring.
? Provide and maintain accurate, valid and complete information by using the right methods/tools by keeping a log of contacts and interactions with customers with timelines and progress.
? Keep records of customer interactions, process customer accounts and file documents
? Meet personal targets and call handling quotas - the role will be proactively contacting customers in accordance with pre-established KPI.
? Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
? Answer all incoming customer calls in a professional and efficient manner.
? Educate the customer on our process and product range.
? Offer a variety of product related solutions to clients where required; any customer interaction to be followed up with advisory notes to the account managers.
? Develop strong relationships with customers and demonstrate how we can add value to their business.
? Provide order status updates to customer when requested.
? Identify potential customer needs/ opportunities to grow our business.
? Conduct follow up calls on a daily basis to customers from web enquiries, and customer satisfaction feedback alerts.
? Respond to customer emails in a professional manner.
? Miscellaneous administration tasks as required to support the business.
? Attend weekly sales and service meetings as required.
? Set clear and achievable expectations with clients and achieving them.
? Attend all product-training sessions.
? Comply with all company procedures and policies including OH&S.
? Proactively contribute to the ongoing development of departmental processes and policies.
? Handle telephone queries, ascertaining the most efficient route to satisfactory conclusion and in a manner which gives customers confidence that they are dealing with professional representatives of the company who are able to assist with their queries.
? Respond to internal and external customers’ queries (both verbal and written) in a helpful, and professional manner, with a can-do attitude.
? Manage the fax inbox.Qualifications/Requirements: Required Qualifications:
? Previous experience in customer service/sales with accounts receivable roles an advantage.
? Excellent communication skills, both verbal and written
? Ability to manage relationships and expectations on various levels
? Excellent interpersonal skills (approachable, positive, motivated, polite)
? Appreciation and an interest in providing exceptional customer service
? Ability to multi task and prioritise
? Sound computing skills, including MS word, Excel and Outlook
? Data entry skills along with a knack for numbers
? Hands-on experience in operating customer relationship management tools.
? Customer service orientation and negotiation skills
? High degree of accuracy and attention to detailAdditional Eligibility Qualifications: Desired Characteristics: Preferred Qualifications:
1. Bachelor’s degree OR at least five years experience in a corporate or professional business environment.
2. Excellent administrative and interpersonal skills, with ability and confidence to effectively interface with senior management and high profile clients.
3. Familiarity and working knowledge of relational databases and knowledge of the GE Internet, Support Central and other relevant applications desirable.
4. Extremely well organized, with attention to detail, yet able to multi-task in an environment of changing priorities.
5. Intellectually sharp, able to grasp concepts and think/learn quickly.
6. Professional approach, good judgment, creative problem-solver. Possessing the personal drive and commitment to implement innovative solutions.
7. Ability to accepting constructive criticism and deal calmly and effectively with high-stress situations. This includes continuing to persevere and remaining calm in challenging or frustrating circumstances.
8. A self-starter able to work on own initiative and well in a team environment.