Senior Customer Services Executive

1 month ago

Reading, Reading, United Kingdom Healthxchange Full time
About the Role

We are seeking a highly skilled Senior Customer Services Executive to join our Platinum Team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service to our most valued customers.

As a Senior Customer Services Executive, you will be the primary point of contact for our customers, providing personalized support and guidance to ensure a smooth order experience. You will work closely with our internal stakeholders to investigate and resolve customer queries, while balancing the commercial needs of the business.

Responsibilities
  • Act as a customer champion, delivering an excellent customer experience and supporting the growth of customer satisfaction and retention.
  • Take ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer.
  • Build strong relationships with our key customers through a personalized customer experience and by understanding their business and patient needs.
  • Ensure all compliance requirements are met and work closely with the Quality team to support compliance and regulatory requirements.
  • Support new customers with the account opening process from application through to first order.
  • Provide guidance on using our ePharmacy website for order placing and account management to ensure customers can successfully self-serve their orders.
  • Complete a First Impressions check after the customer has placed their first order to ensure they are completely happy with all aspects of using Healthxchange as their distributor.
  • Ensure orders are processed promptly and accurately, adhering to company Standard Operating Procedures and all compliance requirements.
  • Liaise with external third-party suppliers to investigate and resolve customer delivery issues.
  • Investigate and respond to customer complaints, providing a resolution in line with customer expectations and company policies.
  • Support the rest of the customer services team by sharing your knowledge and experience to help resolve customer queries and issues.
  • Support the Customer Services Management team with ad-hoc projects and tasks.
  • Ensure customer emails, phone calls, LiveChats, and social messages are responded to within agreed department response times.
  • Act as a brand ambassador when interacting with customers, consistently demonstrating high levels of integrity, diligence, and professionalism.
  • Act always as a team player, working with your colleagues to achieve department goals and objectives.
  • Use Salesforce CRM to accurately record notes on customer accounts, ensuring a record of your customer interactions.
  • Support with initiatives to upsell or promote HXPs products or services.
  • Maintain an up-to-date knowledge of company products and procedures.
  • Assist with the training of new starters and other team members.
  • Provide support with ad-hoc projects and tasks as required.
Benefits

We offer a competitive salary, annual performance bonus, 23 days holiday plus bank holidays (increasing with service), staff discount, staff social events, access to Health Assured EAP, and a company pension.

Healthxchange is committed to creating a diverse and inclusive work environment. We are proud to be an equal opportunity employer and welcome applications from all qualified individuals, regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability status, marital status, or any other legally protected status. All employment decisions are based on merit, qualifications, and business needs.

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