Customer Tech Support Consultant - Durbanville at Air Liquide

How will you CONTRIBUTE and GROW?

• We are looking for a vibrant, and energetic professional with a can-do attitude and a passion for making a difference in the lives of patients living with Type 1 Diabetes. You will work as part of the Customer Tech Support Team, assisting patients with in-depth and complex troubleshooting and complaint resolutions.
• As part of our customer success-focused, results-driven organization, you’ll be responsible for maintaining a high standard of customer service, and driving sustainable, long-term customer happiness. We are looking for someone that is effective, adaptable, flexible, and analytical and is an admin wiz in a fast-paced environment that will work effectively with the CTS Team and Diabetes Sales Team.

KEY RESPONSIBILITIES

• Field and handle incoming Customer Tech Support Requests and Complaint Calls through the Call Centre Helpline. 
• Field and handle incoming Online Customer Tech Support Requests, calling customers back to assist and resolve each ticket logged. 
• Educate customers on product best-use practices. 
• Manage and maintain the CTS call register - all incoming complaints/support requests, closed requests and replacement invoices. 
• Effective and efficient product troubleshooting. 
• Document troubleshooting, complaints and resolutions on the CRM system. 
• Complaint reporting and tracking to manufacturers within 48 hours. 
• Process warranted replacement orders on the CRM and arrange for faulty device collections. 
• Maintain accurate CRM and Masterlist databases. 
• Maintain accurate records of activities on all CTS department trackers. 
• Add new customer profiles to the CRM system. 
• Proactively manage the CTS email inbox. 
• Liaison with Dexcom and Tandem Tech Support to resolve complaints and resolve Quality Assurance queries.
•  Manage CTS email inbox collectively with the team. 
• Serve as liaison between customers and the logistics team and sales team when required. 
• Build and maintain excellent stakeholder networks and relationships internally and externally to drive the business forward. Place customers at the centre of what you do in addressing needs and finding business solutions. 
• Foster team effectiveness and accomplishment of shared goals by sharing knowledge, experience and insights. 
• Ensure business objectives and practices are fully compliant with relevant laws, policies and procedures.

Qualifications include:

• Matric. 
• Diploma/ Degree in Business, Administration or Life Sciences will be considered. 
• 2 - 3 years experience in a similar role. 
• Own vehicle/ reliable transport.