Shire Customer Service Specialist in Sydney, Australia

Customer Service Representative Job Responsibilities:

Serves Shire’s customers across all franchises with the main focus on the haemophilia home patient delivery programme.

Customer Service Representative Job Duties:

  • Works in a team to support the end to end customer order process for all franchises. The majority of the effort is in the support of the home patient programme.

  • Interacts with patients, hospitals, haemophilia treatment centres, pharmacies, wholesalers, warehouse staff and internal teams.

  • Complies with all Shire’s policies and procedures.

  • Records information accurately in a timely manner and abides by the strict privacy policies.

  • Able to handle multiple threads of work in a highly compliant environment.

  • Maintains customer records by updating account information.

  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Customer Service Representative Skills and Qualifications:

Working to strict KPIs set by the key contracts, Pride in work, Accuracy, Enthusiasm, Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information , Multi-tasking

Notice to Employment / Recruitment Agents:

Employment / Recruitment agents may only submit candidates for vacancies only if they have written authorization to do so from Shire’s Talent Acquisition department. Any agency candidate submission may only be submitted to positions opened to the agency through the specific Agency Portal. Shire will only pay a fee for candidates submitted or presented where there is a fully executed contract in place between the Employment / Recruitment agents and Shire and only if the candidate is submitted via the Agency Portal. Candidates submitted or presented by Employment / Recruitment Agents without a fully executed contract or submitted through this site shall not be deemed to form part of any Engagement for which the Agency may claim remuneration.

Shire is the leading global biotechnology company focused on serving people with rare diseases and other highly specialized conditions. We strive to develop best-in-class products, many of which are available in more than 100 countries, across core therapeutic areas including Hematology, Immunology, Neuroscience, Ophthalmics, Lysosomal Storage Disorders, Gastrointestinal/Internal Medicine/Endocrine and Hereditary Angioedema; and a growing franchise in Oncology.

Our employees come to work every day with a shared mission: to develop and deliver breakthrough therapies for the hundreds of millions of people in the world affected by rare diseases and other high-need conditions, and who lack effective therapies to live their lives to the fullest.