Customer Service Senior Officer

Tamer Healthcare

RESPONSIBILITIES; Responsibilities are the combined tasks and duties that must be performed to reach the results in a role successfully. A Success Profile contains descriptions of the most important responsibilities.

Product/Service Information; Provide advanced product/service information and respond to complex customer questions about the product/service.

Customer Order Processing; Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.

Resolving Customer Issues; Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

Customer Relationship Development / Prospecting; Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Relationship Management (CRM) Data; Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Needs Clarification; Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.

Renewals; Provide exceptional service to customers to encourage continued use of the organization's products/services

Operational Compliance; Identify, within the team, instances of noncompliance with
the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Personal Capability Building; Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.