Senior Customer Services Executive

3 days ago

Reading, Reading, United Kingdom Healthxchange Full time

About the Role:


The Senior Customer Services Executive will be responsible for delivering exceptional customer service to our most valuable customers. This will involve working closely with internal stakeholders to investigate and resolve customer queries, while also ensuring that commercial needs of the business are met.


Key Responsibilities:



  • Act as a customer champion, delivering an excellent customer experience and supporting the team in increasing customer satisfaction and retention.
  • Take ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer.
  • Build great relationships with key customers, providing a personalized customer experience and 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, ensuring customers can successfully self-serve their orders.
  • Complete a First Impressions check after the customer has placed their first order, ensuring 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, such as 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, 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.

Benefits:



  • Company pension
  • Annual performance bonus
  • 23 days holiday plus bank holidays (and increasing with service)
  • Staff discount
  • Staff social events
  • Access to Health Assured EAP

Healthxchange is committed to creating a diverse and inclusive work environment, proud to be an equal opportunity employer.

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