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Customer Care Executive (Healthcare Telemarketing)

As a Call Centre Agent at The Air Station (subsidiary of Easmed), you will be responsible for providing exceptional customer service and support to clients who are seeking or using our medical devices, including CPAP, BiPAP, oxygen concentrators, and other sleep-related products. You will assist customers with inquiries, product information, troubleshooting, and ensuring overall satisfaction with their experience.

Key Responsibilities:

Customer Inquiries: Answer inbound calls and respond to emails, providing customers with accurate and timely information about sleep products (e.g., CPAP, BiPAP, nasal dilators, oxygen concentrators), including their features, usage, benefits, and pricing.

Outbound Sales & Lead Generation: Conduct outbound calls to existing and potential customers to introduce company products and services. Generate sales leads, qualify prospects, and set appointments for sales representatives to conduct product demonstrations or consultations. Follow up with leads to nurture interest and convert into confirmed sales.

Product Knowledge: Maintain a strong understanding of medical sleep devices, their functions, and associated accessories. Offer recommendations based on customer needs (e.g., recommending appropriate CPAP mask sizes, troubleshooting device issues, explaining the benefits of oxygen concentrators).

Technical Support: Provide basic troubleshooting assistance for common issues related to sleep devices and escalate complex issues to appropriate technical teams. Ensure customers have clear instructions for device setup and maintenance.

Customer Education: Educate customers on the proper use and maintenance of their devices, such as cleaning and replacing CPAP masks or filters. Offer guidance on insurance coverage for devices when necessary.

Follow-Up: Ensure timely follow-up on customer inquiries, orders, or complaints to ensure customer satisfaction. Document interactions and escalate unresolved issues to the appropriate departments or supervisors.

Data Entry and Reporting: Accurately input customer information, inquiries, and orders into the CRM system. Maintain organized records of calls, resolutions, and customer feedback.

Compliance and Regulations: Ensure all customer interactions and processes adhere to healthcare regulations and company policies related to the sale and support of medical devices.