Customer Service Representative

E-Commerce Customer Support Team Member

AMSL and NZMS are subsidiaries of Dexcom, a worldwide leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. We form partnerships with world leading medical device, pharmaceutical and scientific innovators and are passionate about introducing and establishing advances in healthcare and science for the benefit of patients and healthcare providers.

Working in the Medical Devices Industry, you will be exposed to a broad range of products that have life changing effects on a patient's quality of life.

Are you passionate about people and driven by the impact you can make? At Dexcom, our Customer Care Support team is at the forefront of empowering health. The queries, feedback and information that we get from having direct interaction with customers and patients lead to insights in making our product and services better in addressing the need. We are looking for an energetic and detail-oriented person to join our e-Commerce Customer Support team.

Imagine a workplace where your ideas are valued, your growth is supported, and your efforts directly contribute to our success. We believe in fostering a culture where everyone feels empowered, inspired, and excited to come to work each day. If you're looking for a role that offers more than just a job, where you can truly make a difference and have fun while doing it, then we can't wait to meet you! Join us and be a part of something extraordinary.

We are seeking an enthusiastic team member to join our Customer Service/Operations Team in NZ. In this role, you will be taking general enquiries and orders phone calls, and liaising with the other members of the customer service team and the wider NZMS team. In this role you will be supporting the Diabetes Division by communicating with customers via inbound and outbound phone calls and emails, working alongside the Technical Support Team and the Admin team, supporting customer service and data entry team offshore and completing general administration tasks.

This is a 9 am-5:30 pm Monday-Friday role, working out of our Mt Wellington office. Working from home is enabled and can be requested on a required basis.

You will:

• Handle incoming phone calls related to general enquiries and customer orders
• Respond to customer enquiries via email in a timely and professional manner
• Follow up with customers regarding the return of faulty products
• Maintain and update customer account reports
• Assist with the documentation and ongoing maintenance of standard operating procedures (SOPs)
• Provide daily support to the Global Support Centre offshore team through Microsoft Teams and email
• Liaise with internal departments and external stakeholders as required
• Support inventory management activities and related administrative tasks
• Maintain and update the online shop portal
• Perform other duties as required to support business operations

What makes you successful:

• Prior experience in a call centre or customer contact environment
• Proven background in administrative support and data entry
• Strong time management and organizational abilities
• High level of attention to detail and accuracy
• Ability to manage multiple tasks effectively in a dynamic environment
• Proficient computer skills and solid digital literacy
• Strong problem-solving skills with a proactive and solution-oriented mindset
• Flexible and resilient, with the ability to remain effective under pressure
• Demonstrates a strong ability to learn quickly and adapt effectively to changing environments and processes
• Capable of working independently as well as collaboratively within a team
• Familiarity with CRM and related business systems is advantageous
  • e.g. Dynamic 365, Salesforce, Oracle

What you'll get:

• A front row seat to life changing CGM technology.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Typically requires a minimum of 6-8 years of related experience and High School diploma/certificate or equivalent.