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Customer Service Representative
2 months ago
The Customer Services Executive is the first point of contact for new customers and ensures a great first impression of Healthxchange. This role involves attracting new customers and ensuring a smooth account opening process while supporting existing customers with account changes and amendments.
Key Responsibilities- Act as a customer champion, delivering an excellent customer experience and supporting the increase of customer satisfaction and retention.
- 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 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.
- 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 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 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.
- Act as a brand ambassador when interacting with customers, 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.
- Maintain an up-to-date knowledge of company products and procedures.
- Assist with the training of new starters and other team members.
Healthxchange offers a company pension, annual performance bonus, 23 days holiday plus bank holidays (and increasing with service), staff discount, staff social events, and access to Health Assured EAP.
