Shared Services Representative

Key Responsibilities:

Effective execution of allocated activities, services and processes within agreed service levels - this includes but is not limited to activities such as order entry, service request entry, other manual transaction processing, invoicing, user acceptance testing, word processing, customer account setup and maintenance, information transactions, proactive management transactions and services, customer feedback and enquiries, troubleshooting for customers, complaint handling and project participation.
Provide world class support to customers (internal and external) via Phone, Chat, Web Form, E-mail, Facsimile, or other channel.
Commitment to ongoing improvement of SSC performance, effectiveness, efficiency and customer service; support implementation to improved systems, practices and/or processes where directed by Shared Customer Operations Group Lead.
Work with Information Technology stakeholders to employ technology solutions that will reduce redundancies, inefficiencies, and manual transactions and that will increase efficiencies and customer experience.
Support implementation of projects, initiatives and activities to advance the overall effectiveness of SSCs as well as proactively identify, resolve or escalate issues within SSC operations.
Contribute ideas on systems and process methods to improve deliverables.


Essential Requirements:

Bachelor's degree in any related field with minimum of 2 years' experience in Customer Service or Call Centre Experience.
Must be highly organized and detail oriented with high degree of customer focus and empathy.
High proficiency with Oracle or similar ERP transactional systems and exposure to Salesforce would be an advantage.
Intermediate computer skills in various software packages, including Windows XP, specifically Excel, Word and other typical business software.
Ability to work as part of a globally dispersed team and able to communicate effectively at different levels of the organization and across functional disciplines.
Ideally good to possess knowledge and experience with process improvement projects, process improvement qualification within healthcare industry.
Ability to support business requirements such as work on public holidays and a range of shifts (e.g. 7am to 4pm or 9am to 6pm), with occasional weekend shift on a rotation.