2154189
**Business** GE Healthcare
**Business Segment** Healthcare Global Services
**About Us** GE \(NYSE: GE\) imagines things others don’t, builds things others can’t and delivers outcomes that make the world work better\. GE brings together the physical and digital worlds in ways no other company can\. In its labs and factories and on the ground with customers, GE is inventing the next industrial era to move, power, build and cure the world
**Posted Position Title** Customer Service Representative \- Back Office
**Career Level** Experienced
**Function** Services
**Function Segment** Call Center Services
**Location\(s\) Where Opening Is Available** Australia
**City** Springfield Central
**Postal Code** 4300
**Relocation Expenses** No
**Role Summary/Purpose** Primary role is to provide one point of contact for FE’s, customers and the ANZ GEHC business\. Back Office skill set provides FE support primarily while still triaging customer calls should Front Office overflow occur\. Calls come from multiple lines into our front and back office skill sets which require the representative to identify customers and their equipment, and direct calls to the appropriate service team or other GE Healthcare personnel for action\.
**Essential Responsibilities** •Provide an excellent customer service for customers, both internal GE, and external, always being positive\.
•Identify customers and their equipment, and triage to the appropriate service team or other GE Healthcare personnel for action\.
•Maintain a rapid call answer rate; time to answer is less than 10 seconds\.
•Incoming phone calls take priority with Abandoned Call Rate to be less than 3% of inbound calls\.
•Outbound calls will form part of this role in the future process\.
•Service Level must always be upheld to greater than 90% at all times\. If a situation arises that this will not be possible escalation to the Customer Service Centre Manager should be made for any possible reviews of current situations\.
•Customer Breakdown calls must adhere to assignment times and accurate use of escalation processes\. Hard down 15 minutes, Partially down 30 minutes, Still scanning 1 hour\.
•Warm transfer of calls to OLE Centre are preferred, should an OLE not be available customer transfer should be completed within 5 minutes of receiving the customer call\.
•Detailed and accurate call records must be maintained of the customer calling to provide accurate information to FE’s and GE staff\.
•Prioritise work to ensure critical tasks are completed first\.
•Develop solid product knowledge and a strong understanding of business functions within GEHC
•Work as part of a team and adopt a flexible approach to increase and maintain the quality of service\.
•Build effective relationships with Logistics, OLE team, FE Team to apply the one point of contact philosophy and build confidence support will be provided to these stakeholders no matter what the reason for contact\.
•Provide Admin support to the service business as required including but not limited to;
FMI Mail Out Support, Customer Part Orders, Third Party SR Debriefing, Siebel IB Admin Activities, Helium Level Capture and recording, Provide copies of Service History from FEMC and Siebel, CSO support, Update and create records in Oracle for FE set ups and ship to addresses, FE Allocation to sites, FE parts tracing and tracking, complete other Customer Service Centre related activities in a timely manner and maintain the Support Central Libraries to be current\.
•Adhere to procedures set down in the SOP’s, and be empowered to identify and raise to Customer Service Centre Manager inefficiencies in process for review or identify gaps\.
•On\-going liaison and support function to the FE, to aid in providing resolution in Critical Parts Order and local logistics with the transport provider\.
•Maintaining SOP documents for internal and external audits\.
•Participate in development of the team, through meetings and other planned events\.
**Qualifications/Requirements** 1\.Proven experience in customer service normally including at least 1 year of prior experience in customer service\.
2\.Experience with multi\-tasking in a high volume environment, multitasking is essential\.
3\.Strong Administration Skills\.
4\.Accurate Data Entry\.
5\.Outstanding communication skills, both written and oral\.
6\.Strong Ability with Excel and Word and Power Point
7\.Ability to work in a cross\-functional cross\-country team environment\.
8\.Ability to manage self and tasks in an appropriate manner
9\.Excellent organizational and administrative skills
10\.Attention to detail\.
11\.A calm and analytical approach to problem solving\.
12\.Willingness to work as part of a team
13\.Siebel/CRP, Oracle system knowledge
**Desired Characteristics** As above