Customer Services Executive NewAccounts & PlatinumSupport
Location: Reading WFH 2days/week
Reporting to: CustomerService Manager
Salary:pa plus annualperformance bonus
Workschedule:
Our Customer Servicesdepartment is open Monday to Friday 8am to 6pm and Saturday from10am to 5pm.
Saturdays are completed on a rotabasis at a frequency of around 1 in every 4 weeks with the optionto have a day of in lieu orovertime.
About Us:
Founded in 2000 Healthxchange arethe leading supplier of aesthetic medical products and devices tomedical professionals within the UK. As a winner of the AestheticAwards for serval years running we pride ourselves on the qualityof our products and our customerservice.
About the role:
The Customer Services Executiveis the first point of contact for new customers and ensuring agreat first impression of Healthxchange. Attracting new customersand ensuring a smooth account opening process whilst supportingexisting customers with account changes and amendments. You will beworking cross functionally across our Platinum New Accounts andwider Customer Servicesteam.
Requirements:
o Passionfor delivering an exceptional customerexperience.
o High attention todetail.
o A good understanding of commercialrequirements of our customers andbusiness.
o Strong organisationalskills.
o Excellent email writingskills.
o Ability to work under pressure in afastpaced environment.
o Selfmotivated with theability to work under minimalsupervision.
o Excellent time managementcapability.
o Proven communicationskills.
o Confident telephonemanner.
o Able to work to deadlines and deliverresults under pressure.
o Flexible andadaptable.
o Reliable with excellent timekeeping.
ITSkills
o MicrosoftOffice
o CRM(SalesForce) and Intact IQpreferred
Responsibilities:
* Act as acustomer champion always delivering an excellent customerexperience and support with increasing our customer satisfactionand retention.
* Ensure all compliancerequirements are met and work closely with the Quality team tosupport compliance and regulatoryrequirements.
* Support new customers with theaccount opening process from application through to firstorder.
* Provide guidance on using our ePharmacywebsite for order placing and account management to ensurecustomers can successfully selfserve theirorders.
* Complete a First Impressions checkafter the customer has placed their first order to ensure they arecompletely happy with all aspects of using Healthxchange as theirdistributor.
* Take ownership of customerqueries working with internal stakeholders to investigate andprovide a full resolution for the customer whilst balancing thecommercial needs of the business.
* Build greatrelationships with our key customers through a personalisedcustomer experience and by understanding their business and patientneeds.
* Ensure orders are processed promptlyand accurately adhering to company Standard Operating Proceduresand all compliance requirements.
* Liaise withexternal thirdparty suppliers e.g. delivery companies toinvestigate and resolve customer deliveryissues.
* Investigate and respond to customercomplaints providing a resolution in line with customerexpectations and in line with companypolicies.
* Support the rest of the customerservices team by sharing your knowledge and experience to helpresolve customer queries and issues.
* Act as abrand ambassador when interacting with customers consistentlydemonstrating high levels of integrity diligence andprofessionalism.
* Act always as a team playerworking with your colleagues to achieve department goals andobjectives.
* Use Salesforce CRM to accuratelyrecord notes on customers accounts ensuring a record of yourcustomer interactions.
* Maintain an uptodateknowledge of company products andprocedures.
* Assist with the training of newstarters and other teammembers.
Benefits
Company pension annualperformance bonus 23 days holiday plus bank holidays (andincreasing with service) staff discount staff social events accessto Health Assured EAP.
Healthxchange iscommitted to creating a diverse and inclusive work environment. Weare proud to be an equal opportunity employer and we welcome andencourage applications from all qualified individuals regardless ofrace colour religion sex sexual orientation gender identitynational origin age disability status marital status or any otherlegally protected status. All employment decisions are based onmerit qualifications and businessneeds.