Senior Customer Service Representative

2 months ago

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

The Senior Customer Service Executive plays a critical role in delivering exceptional customer experiences for Healthxchange's most valued customers. This position requires a passion for delivering personalized service, a strong understanding of commercial requirements, and excellent communication skills.

Key Responsibilities
  • Act as a customer champion, delivering an excellent customer experience and supporting 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 commercial needs.
  • Build great relationships with key customers through 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 the Healthxchange 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 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.
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

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