Customer Services Representative

3 weeks ago

London, United Kingdom Unilabs Ltd Full time

**Main Purpose of Role**
- “Walk in our customer’s shoes” - be the customer’s champion and representative within the business
- Be the first point of contact for customer enquiries
- Provide telephone and administrative support for customers enquiries
- Liaise with operational teams (clinical and non-clinical) regarding customer enquiries
- Gather customer contact information and maintain the CRM
- Administer the customer complaint process and investigate root causes
- Co-ordinate the supply of packaging materials and consumables across all customers
- Gather the relevant information and co-ordinate internal processes to enable Customer Initiation
- Administer contract review/RPI price increase notifications
- Work with the sales and marketing teams to generate leads that develop in to new business

**Duties and Responsibilities**

**1. Customer enquiries**
- Answer general queries on specimen referral processes from customers
- Answer general queries on pricing from customers
- In consultation with other internal staff members, provide accurate and timely responses to customer enquiries regarding the status of submitted cases
- Build good working relationships with customer personnel
- Identify and assess customer’s needs to achieve customer satisfaction
- Go the extra mile to engage with customers

**2. CRM Administration**
- By maintaining good communication processes with our customers and internal staff, ensure accurate and up-to-date customer information is maintained within the customer database (CRM)
- Ensure accurate information is recorded within the CRM for any potential new customers that you have interaction with
- Where appropriate, pass leads to the sales and marketing teams by ensuring that they have sufficient information to follow-up

**3. Complaint administration**
- Initiate and administer the recording and updating of customer complaint records within the Complaint Management System
- Ensure Corrective Actions are brought to the attention of the relevant internal personnel and actioned
- Initiate and undertake where possible the root cause investigation and record the findings within the Complaint Management System. Participate if appropriate in identifying preventative actions and closing the complaint
- Ensure the customer is kept informed at all appropriate stages. Manage the customer relationship/expectations
- Monitor follow-up actions from the complaint and ensure that these are actioned.

**4. Customer Initiation, Pricing and Contract Administration**
- Administer the customer initiation process, ensuring that the relevant information has been collated and passed to the relevant teams
- Administer the contract and pricing review process, working with the commercial team to ensure contracts and pricing is reviewed at appropriate times and providing updates to customers as and when needed

**5.General Administration**
- Establish and maintain excellent communication channels with customers, internal staff and pathologists

Gather customer feedback and communicate this to the relevant teams (ensuring always that the CRM is up-to-date)

**Other**:
It is expected that as the organisation develops and changes, it may be necessary to vary the tasks and/or the responsibilities of the post holder.

**Job Types**: Full-time, Permanent

**Salary**: From £25,700.00 per year

**Benefits**:

- Company events
- Company pension
- Gym membership
- Life insurance
- Private medical insurance
- Sick pay
- Wellness programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Loyalty bonus
- Performance bonus

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 3 years (required)

Work Location: One location

Reference ID: Customer Services Representative

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