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SalaryAbout Control Bionics
At Control Bionics we offer a suite of dedicated speech generating devices and AAC accessories to give people living with complex communication and physical needs their voice. We specialise in creating cutting-edge devices that revolutionise the way people with disabilities interact with technology. Our flagship product, the NeuroNode, uses EMG and accelerometer data to detect a user's intent and translate it into actions on a computer or tablet. Our mission is to create a more inclusive world by empowering people with disabilities to access technology with ease.
We are dedicated to providing top-notch products and services to our valued customers. Our commitment to excellence extends beyond our offerings and into every customer interaction. We believe that exceptional Customer Support is essential in building strong relationships and maintaining customer satisfaction.
Every team member's unique perspective and skills contribute to our collective achievements. We foster an environment where ideas are freely shared, and individuals are encouraged to work together to overcome challenges and seize opportunities.
Position Overview
As a Customer Support Specialists, you will be the frontline ambassador of our company, interacting directly with customers to address inquiries, resolve issues, and ensure their experience with our products/services is smooth and enjoyable. You'll have the opportunity to learn about our products/services inside and out, as well as contribute to ongoing improvements by providing valuable feedback from customers.
Key Responsibilities
- Prepare and dispatch (trial and sale) medical systems.
- Respond promptly and effectively to customer inquiries via various communication channels, including phone, email, and video calls.
- Diagnose and troubleshoot customer issues via video/phone calls, providing accurate and detailed solutions in a friendly and professional manner.
- Assist customers with product information, technical support, and account management.
- Escalate complex issues to higher-level support or other departments while maintaining ownership of the customer's case.
- Keep detailed records of customer interactions, comments, and complaints using our CRM system (Salesforce).
- Collaborate with cross-functional teams to relay customer feedback and contribute to process improvements.
- Stay up-to-date with product knowledge, policies, and industry trends to provide accurate information to customers.
Skills and Experience
- Proven Customer Support experience or experience in a similar client-facing role.
- Exceptional communication skills, both written and verbal, with a friendly and empathetic approach.
- Tech-savvy with the ability to learn and understand new technologies quickly.
- Strong problem-solving abilities and a genuine desire to assist customers.
- Empathetic and patient attitude when dealing with customers' concerns.
- Proficiency in using CRM systems and basic computer applications.
- Experience in Assistive Technology is a plus.
Benefits
- Comprehensive training program to ensure your success in the role.
- Opportunities for professional growth and development.
- Positive and inclusive work environment that values teamwork.
- Located in Cremorne 3121, next to East Richmond Station.
- Position available full time.
Diversity and Inclusion
At Control Bionics we are committed to a diverse and inclusive workforce. Our culture thrives on the richness of backgrounds, experiences, and perspectives that each team member brings. We believe that an inclusive environment fosters creativity, innovation, and a sense of belonging for everyone. We embrace diverse life experiences and the perspectives of our people regardless of race, gender, age, sexual orientation, religion, physical abilities, and cultural backgrounds.
We actively seek to create a workforce that reflects the diverse communities we serve, and we are dedicated to providing equal opportunities for all.
If you're ready to be a part of a dynamic team that values customer satisfaction and continuous improvement, we want to hear from you! Join us in creating exceptional customer experiences that leave a lasting impact.
Applications close on Friday 22nd March 2024.
