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| POSITION DESCRIPTION | AUSTRALIAN BIOTECH INDUSTRY MARCH 2009 |
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Customer Service Representative |
| Position Code: | 58 | | Career Level: | 2 |
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Responsible for
Consulting customers regarding support of various products, conducting product demonstrations and maintaining general after-sales support. |
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Reports To
Customer Support Manager/Sales Manager. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Providing clients with product knowledge to ensure optimum utilisation of the organisation's products.
Conducting product training for clients and staff.
Responding to customer enquiries.
Assisting customers with initial usage of products and ongoing problem resolution.
Investigating, resolving or escalating all client complaints in a timely fashion.
Identifying sales opportunities for follow up by Sales Representatives.
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Key Skills
Strong Customer Service orientation.
Excellent presentation and communication skills.
Product demonstration skills, coupled with training and public speaking ability.
Knowledge of organisation's/industry products.
Ability to identify sales leads.
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Internal Contacts
Customer Service Staff, Sales Staff, Finance & Administration Staff, Technical Support Staff. |
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External Contacts
Customers, Product Vendors. |
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Typical Experience
At least 2 years of experience in the relevant industry. |
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