Customer Service Advisor

3 weeks ago

Prudhoe, United Kingdom Jackson Hogg Full time

**Jackson Hogg is excited to be working with a well established company in their search to find a Customer Service Advisor.**

**Job Purpose**:
Provide first class, efficient and effective customer service at all times. First point of contact for customers seeking to engage or obtain advice on products or services. Ensuring efficient and effective service delivery to increase customer satisfaction, loyalty and retention exceeding customer expectations.

**Job Specific Responsibilities**:

- Comprehensive knowledge of product and service offerings, to provide solutions to customer requirements.
- Order and processing, ensuring operational and customer requirements are met, all relevant documentation is produced, and Standard Operating Procedures (SOPs) are adhered to.
- Carry out procedures accurately to eliminate errors.
- Process customer payments over the telephone.
- Using the PMR System.
- Carrying out bona fide checks for vetting of new accounts and annual verification.
- Handling customer queries and complaints, in a positive and constructive manner. Helping to drive improvement that leads to reduced costs, increased profitability, increased customer satisfaction and quality assurance.
- Liaising with external customers and internal departments regarding stock levels, product manufacturing dates, product enquiries, pricing enquires, technical /clinical enquiries, invoicing enquiries, delivery dates and any associated challenges.
- Liaising with external customers and internal departments around the setting up and maintaining of customer accounts.
- Liaising with couriers to ensure timely deliveries and dealing with any delivery challenges.
- Ensuring customer feedback is actively sought, considered and appropriate action taken and recorded.
- Collating and recording key departmental data.
- Achieving departmental KPIs, ensuring the company is headed in the right direction and if not, focussing on where attention is needed.
- Monitoring and recording market and competitor activity through customer contact and feedback.
- Working as part of the Customer Services team to ensure outstanding customer service is delivered at all times.
- Delivering on the job training, as and when required.
- Filling and archiving.

**Person Profile**:
**- Essential Requirements**:
Impressive, demonstrable track record and skills/experience gained within a similar position(s), at a similar level

Excellent communication, listening and written skills.

Good IT skills e.g., Microsoft Office (Word, Excel, and Outlook).

Highly customer focused and passionate about delivering excellent customer service.

Excellent organisational skills, with experience of prioritising and managing own workload.

Confident professional telephone manner.

Ability to talk confidently to, patients, technical experts, and healthcare professionals.

Ability to foresee what the customer wants before they want it.

Ability to ask important questions and listen intently.

Ability to work accurately in a busy and demanding environment.

Ability to cope with fluctuating workloads.

Ability to prioritise, demonstrating good time management skills.

Excellent attention to detail.

Numerate with strong analytical and problem-solving ability.

Team player with the ability to work proactively using own initiative.

Self-starter with a ‘can do’ attitude.

Ability to work to prescriptive standards.

Adaptable and supportive to change.

**- Highly Desirable**:
Experience gained within the pharmaceutical or healthcare industry.

Experience of CRM, ERP and PMR systems.

**Training**:
You will receive on the job training and other specific training, as agreed, and required.

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

Schedule:

- Monday to Friday

Work Location: One location

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