Customer Experience & Data Insights Specialist

Terumo Asia Pacific; New South Wales; On-site; AUD 55,000 - 75,000; Full time

Job summary

Terumo Asia Pacific is seeking a Customer Care Associate in NSW to enhance customer experience, manage inquiries, and maximize contract value using strong communication and data skills.

You will engage with customers, build relationships, and leverage SAP, Salesforce and BI tools to identify sales opportunities and improve service delivery. A proactive, data-driven mindset is essential.

Qualifications

• Experience in a customer care oriented position.
• Data analysis and reporting experience.
• Advanced MS Office Skills with ERP experience (ideally SAP).
• Experience with Salesforce or similar CRM is advantageous.
• Ability to identify sales leads and contribute to lead generation.

Responsibilities

• Proactively engage with customers to improve customer experience
• Build relationships with customers and use data intelligence to identify sales opportunities
• Contribute to sales lead generation and conversion
• Administer and develop automation
• Diagnose potential issues within customer and Terumo systems
• Improve data quality Terumo shares with customers
• Ensure accurate order processing, fulfillment and enquiry response
• Coordinate with internal and contracted teams to resolve service issues
• Redesign processes and tools to better meet stakeholder needs
• Support continuous improvement through projects and SLA monitoring

Skills

Phone skills

Data analysis

Process improvement

Written communication

IT literacy

Data entry

Education

Computer/IT background

ERP/SAP familiarity

BI reporting experience

Salesforce familiarity

Presentation skills

Tools

SAP

Salesforce CRM

BI reporting

MS Office

Job description

Terumo Asia Pacific is seeking a Customer Care Associate in NSW to enhance customer experience, manage inquiries, and maximize contract value using strong communication and data skills.

You will engage with customers, build relationships, and leverage SAP, Salesforce and BI tools to identify sales opportunities and improve service delivery. A proactive, data-driven mindset is essential.