Senior Customer Service Representative

2 days ago

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

The Senior Customer Service Representative plays a critical role in delivering exceptional customer experiences for our most valued customers. As a key member of our Platinum New Accounts team, you will be responsible for building strong relationships with our customers, understanding their business needs, and providing personalized support to ensure their satisfaction and retention.

Key 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 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 and work 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 our ePharmacy website for order placement and account management to ensure customers can successfully self-serve their orders.
  • Complete a First Impressions check after the customer's first order to ensure they are completely satisfied 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 resolutions 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, consistently demonstrating high levels of integrity, diligence, and professionalism.
  • Act 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 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.
What We Offer

At Healthxchange, we are committed to creating a diverse and inclusive work environment. We offer a range of benefits, including:

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

We are an equal opportunity employer and welcome applications from all qualified individuals, regardless of race, color, 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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