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Customer Service Representative

2 months ago

Brighton, Brighton and Hove, United Kingdom Ashtons Hospital Pharmacy Services Limited Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Relations Advisor. As a key member of our Customer Service team, you will be responsible for providing exceptional support to our customers, resolving queries and issues in a timely and professional manner.

Key Responsibilities
  • Provide first-line support to customers via email and phone, responding to queries and resolving issues in a timely and professional manner.
  • Triage second and third-line support queries to the appropriate Ashtons team, taking ownership of responding to customers and ensuring their queries are resolved efficiently.
  • Support the wider Customer Service team in servicing customer orders and enquiries, ensuring a seamless customer experience.
  • Ensure outstanding customer service, help and support colleagues, and maintain a professional approach while adhering to business policies.
Principal Accountabilities
  • Receiving inbound contacts in relation to Ashtons Live View system, obtaining sufficient information from the customer to ideally resolve issues at first point of contact, and triaging of any unresolved queries to the appropriate Ashtons stakeholder group.
  • Tracking all unresolved issues and queries, chasing up responses where required, and keeping the customer informed at every stage.
  • Assisting Ashtons staff with Live View queries and amendments, with approval obtained from Clinical Supervisors as required.
Requirements
  • Fluent in the English language.
  • Excellent customer service skills, and ability to solve problems.
  • Excellent attention to detail, including proof reading skills, with the ability to maintain a high level of accuracy.
  • Calm under pressure and skilled at prioritising conflicting priorities.
  • Excellent time management and organisation, with an independent work ethic.
  • Able to become familiar with company-specific programs and software.
  • Familiarity with MS Word, Excel and PowerPoint.
Key Relationships
  • Customers.
  • IT team.
  • Prescription Services team.
  • Dispensary Services team.