About BSA Solutions

BSA Solutions provides talent outsourcing services to small and medium-sized businesses. We offer global businesses access to highly skilled professionals from the Philippines and Malaysia, enabling global businesses to build their offshore dream teams. Our vision is to be where the best minds meet to build a community of successful companies. We help talents chart their professional career and allow our clients to focus on strategic and high-level tasks while we take care of their talent management needs. We pride ourselves on delivering exceptional results through our personalised services and our in-depth knowledge of the markets we serve. With BSA Solutions, you can be assured of a reliable and efficient partner in building your offshore team.

HEADLINE 

We seek a Customer Service Representative(s) to join our dynamic team. 

This is a full-time, permanent position Monday to Friday from 8:30 AM – 5:30 PM. 

Office-based position in Central Cebu City. 

To start in early January 2024. 

• Grab the opportunity you need to do your best work, working in a dynamic environment. 
• Be part of a culture of equity, diversity, and inclusion, where you can showcase your unique talents and expertise to create successful outcomes for our clients. 
• Grow and develop your career with us through our technical and professional development programs. 
• Join us and connect and collaborate with the best and brightest talents, building a community of successful companies. 
• Competitive Salary Package between 20K to 25K + generous benefits + personalized learning and development. 

About the Role

We seek a highly motivated and customer-oriented individual to join our team as a Customer Service Representative for an Australian-owned, family-run medical wholesaler with over 100,000+ high-quality, well-known medical products. As a Customer Service Representative, you will be responsible for providing exceptional service and support to medical practitioners and centres, ensuring their needs are met and their inquiries are resolved promptly and professionally. This role requires excellent communication skills, attention to detail, and a strong desire to assist customers in the healthcare industry.

Requirements

• 2 - 3 years of relevant work experience as a Customer Service Representative
• Education and Experience: High school diploma or equivalent is required. Previous experience in customer service, preferably in the medical equipment or healthcare industry, is highly desirable. 
• Excellent Communication Skills: Strong verbal and written communication skills in English, with the ability to convey complex information in a clear and concise manner.   
• Empathy and Patience: Ability to empathize with customers and remain patient and composed in challenging situations, demonstrating a genuine desire to assist and resolve customer issues. 
• Product Knowledge: Demonstrated ability to learn and understand technical product details, specifications, and usage guidelines. Prior knowledge of medical equipment is advantageous. 
• Problem-Solving: Strong problem-solving and critical-thinking skills, with the ability to analyze customer needs, identify solutions, and take appropriate actions to resolve issues promptly. 
• Customer-Focused Mindset: Commitment to delivering exceptional customer service and exceeding customer expectations while maintaining a professional and respectful approach. 
• Computer Proficiency: Proficient in using computer systems, including Salesforce CRM software, Microsoft Office Suite.   
• Time Management: Effective time management skills with the ability to handle multiple tasks simultaneously, prioritise workload, and meet deadlines. 
• Team Player: Proven ability to work collaboratively in a team environment, supporting colleagues and contributing to a positive work atmosphere. 
• Flexibility: Willingness to work flexible hours, including evenings, weekends, and public holidays, as required in a retail environment. 

Responsibilities:

• Customer Support: Interact with customers via email in a professional manner, providing assistance with product inquiries, order placement, and general customer support. 
• Product Knowledge: Develop a comprehensive understanding of our medical equipment product line, including features, specifications, and usage guidelines, to effectively address customer inquiries and provide accurate information. 
• Order Processing: Process large amounts of online customer orders promptly and accurately, ensuring all necessary information is captured, payments are processed correctly, and orders are shipped in a timely manner. 
• Problem Resolution: Listen attentively to customer concerns, troubleshoot issues, and provide appropriate solutions or escalate more complex problems to the relevant departments while maintaining a positive customer experience. 
• Technical Assistance: Provide basic technical support and troubleshooting guidance to customers regarding the operation and maintenance of medical equipment, collaborating with technical teams when necessary for more advanced inquiries. 
• Documentation and Reporting: Maintain accurate and up-to-date customer records, documenting all customer interactions, inquiries, and resolutions in Salesforce CRM system. Generate reports as required to track customer satisfaction and identify areas for improvement. 
• Product Feedback: Act as a liaison between customers and the company, gathering feedback on product performance, identifying trends, and providing insights to the product development and marketing teams. 
• Customer Education: Assist with providing product training and educational materials to customers, ensuring they have a thorough understanding of product features and benefits. 
• Team Collaboration: Collaborate with cross-functional teams including sales, logistics, and technical support to ensure seamless customer experiences and contribute to overall company goals.