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Senior Customer Services Executive

1 month ago

Reading, Reading, United Kingdom Healthxchange Full time

About the Role:

The Senior Customer Services Executive is responsible for delivering exceptional customer service to our most valuable customers. This includes working cross-functionally across our Platinum New Accounts and wider Customer Services team to ensure a smooth order experience.

Key Responsibilities:

  • Act as a customer champion, always 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, while balancing the commercial needs of the business.
  • Build great relationships with 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, e.g., delivery companies, to investigate and resolve customer delivery issues.
  • Investigate and respond to customer complaints, providing a resolution in line with customer expectations and in line with company policies.
  • Support the rest of the customer services team by sharing 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, Live Chats, 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 colleagues to achieve department goals and objectives.
  • Use Salesforce CRM to accurately record notes on customer accounts, ensuring a record of 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.