Senior Customer Service Executive

2 weeks ago

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

The Senior Customer Service Executive plays a pivotal role in delivering exceptional customer experiences, fostering strong relationships with key customers, and driving business growth. As a key member of the Platinum New Accounts and Customer Service team, you will be responsible for providing personalized support, resolving customer queries, and ensuring seamless order experiences.

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 full resolutions while balancing commercial needs.
  • Build strong relationships with key customers through personalized experiences and understanding their business and patient needs.
  • Ensure compliance requirements are met, working closely with the Quality team to support compliance and regulatory needs.
  • Support new customers through the account opening process, from application to first order.
  • Provide guidance on using the ePharmacy website for order placement and account management.
  • Complete First Impressions checks to ensure customers are satisfied with their experience.
  • Process orders promptly and accurately, adhering to company Standard Operating Procedures and compliance requirements.
  • Liaise with external suppliers to investigate and resolve customer delivery issues.
  • Investigate and respond to customer complaints, providing resolutions in line with customer expectations and company policies.
  • Support the Customer Services Management team with ad-hoc projects and tasks.
  • Ensure timely responses to customer emails, phone calls, LiveChats, and social messages.
  • Act as a brand ambassador, demonstrating high levels of integrity, diligence, and professionalism.
Requirements
  • Passion for delivering exceptional customer experiences.
  • Good understanding of commercial requirements and business needs.
  • Strong organizational skills.
  • Excellent email writing skills.
  • Ability to work under pressure in a fast-paced environment.
  • Self-motivated with minimal supervision.
  • Excellent time management capability.
  • Proven communication skills.
  • Confident telephone manner.
  • Able to work to deadlines and deliver results under pressure.
  • Flexible and adaptable.
  • Reliable with excellent time keeping.
Benefits

Company pension, annual performance bonus, 23 days holiday plus bank holidays, 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, welcoming and encouraging 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.

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