Customer Support Associate

5 months ago

Weston and Meir North, United Kingdom Well Pharmacy Full time

Overview of the role
- Manage large amounts of inbound and outbound calls in a timely manner following communication scripts when handling different topics.
- Identify customer requirements/complaints, clarify information, research every issue and provide solutions or alternatives.
- Process all customer’s orders in an accurate and timely manner and in line with personal targets.
- Record customer requirements/complaints in a comprehensible way where necessary in the contact centre call logging database.
- Be personally responsible for ensuring own logged calls are progressed through to satisfactory conclusion by either issues resolution or through issue escalation and closure.
- Always remain positive, courteous and polite when dealing with inbound and outbound customers regardless of the situation.
- Work with key internal and external stakeholders to deliver on time and in full deliveries to our customers by sharing known incidents and advising on best practice.
- Provide support and feedback to both internal and external customers in arranging product returns and be responsible for ensuring customer’s accounts and credits are accurate and up to date.
- Carry out activities associated with special services such as but not restricted to “Made to Measure” and “Customisation” and any reasonable management request.
- Undertake training across the department in new processes and activities as well as being responsible for maintaining own development and achievement of objectives.
- Work with several IT systems such as WMS/WCS systems and Order Management systems.
- Key customer to communicate with in this role are circa 750 own pharmacy estate, circa 4000+ independent pharmacy accounts, district nurses, GP surgeries and members of the public.c

**Problem Solving & Change**:

- The associate will be aware of impacts to on time in full deliveries to the customer as well as a varied range of customer complaints resulting in dis-satisfied customers.
- Through first-hand experience of customer issues the associate will be required to actively look for root cause and opportunities to prevent re-occurrence.
- By being part of continuous improvement initiatives this role can deliver value for the customer resulting in higher satisfaction ratings.

**Skills & Experience**:

- Computer literate.
- Ability to communicate at different levels such as members of the public or professional bodies.
- Pleasant, polite and professional telephone manner.
- Ability to multi-task in a fast paced environment.
- Accuracy and ability to follow instructions.

Main Responsibilities
- Manage large amounts of inbound and outbound calls in a timely manner following communication scripts when handling different topics.
- Identify customer requirements/complaints, clarify information, research every issue and provide solutions or alternatives.
- Process all customer’s orders in an accurate and timely manner and in line with personal targets.
- Record customer requirements/complaints in a comprehensible way where necessary in the contact centre call logging database.
- Be personally responsible for ensuring own logged calls are progressed through to satisfactory conclusion by either issues resolution or through issue escalation and closure.
- Always remain positive, courteous and polite when dealing with inbound and outbound customers regardless of the situation.
- Work with key internal and external stakeholders to deliver on time and in full deliveries to our customers by sharing known incidents and advising on best practice.
- Provide support and feedback to both internal and external customers in arranging product returns and be responsible for ensuring customer’s accounts and credits are accurate and up to date.
- Carry out activities associated with special services such as but not restricted to “Made to Measure” and “Customisation” and any reasonable management request.
- Undertake training across the department in new processes and activities as well as being responsible for maintaining own development and achievement of objectives.
- Work with several IT systems such as WMS/WCS systems and Order Management systems.
- Key customer to communicate with in this role are circa 750 own pharmacy estate, circa 4000+ independent pharmacy accounts, district nurses, GP surgeries and members of the public.c

**Problem Solving & Change**:

- The associate will be aware of impacts to on time in full deliveries to the customer as well as a varied range of customer complaints resulting in dis-satisfied customers.
- Through first-hand experience of customer issues the associate will be required to actively look for root cause and opportunities to prevent re-occurrence.
- By being part of continuous improvement initiatives this role can deliver value for the customer resulting in higher satisfaction ratings.

**Skills & Experience**:

- Computer literate.
- Ability to communicate at different levels such as members of the pub

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