Customer Services Executive

7 days ago

Reading, Reading, United Kingdom Healthxchange Full time

Customer Services Executive

Location: Reading, WFH 2 days/week

Reporting to: Customer Service Manager

Salary: £26,000- £30,000 pa, plus annual performance bonus

About Us:

Founded in 2000, Healthxchange is the leading supplier of medical aesthetic products and services to professionals across the UK & Ireland. Healthxchange proudly partners with award-winning brands including Obagi Medical, Medik8, Jan Marini, and Jane Iredale to strategically commercialise their products in the market. We currently supply over 9,000 clinics with a full range of products (Skincare, Injectables, Energy-based devices) and services (software & education) to support their 360 business needs. The company offers a dynamic environment for innovation and growth in the medical aesthetic space.

About the role:

We are looking for a dynamic personality to join our Customer Services team and deliver a high level of customer service via phone, email, and live chat to support the ongoing success of Healthxchange.

Requirements:

  1. Excellent understanding of what a great customer experience is.
  2. Previous experience in a Customer Support or Contact Centre environment.
  3. Strong organisational skills and able to work to deadlines and deliver results under pressure.
  4. High attention to detail with a focus on quality.
  5. Excellent email writing skills.
  6. Ability to work under pressure in a fast-paced environment, whilst being flexible and adaptable.
  7. Self-motivated, with the ability to work under minimal supervision.
  8. Excellent time management capability.
  9. Proven communication skills, and confident telephone manner.
  10. IT skills such as Microsoft Office and CRM systems (Salesforce desirable).

Responsibilities:

  1. Act as a customer champion, always delivering an excellent customer experience and supporting the increase of customer satisfaction and retention.
  2. Take ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer.
  3. Ensure orders are processed promptly and accurately, adhering to company Standard Operating Procedures and all compliance requirements.
  4. Liaise with external third-party suppliers e.g. delivery companies to investigate and resolve customer delivery issues.
  5. Investigate and respond to customer complaints, providing a resolution in line with customer expectations and in accordance with company policies.
  6. Ensure customer emails, phone calls, and Live Chats are responded to within agreed department response times.
  7. Act as a brand ambassador when interacting with customers, consistently demonstrating high levels of integrity, diligence, and professionalism.
  8. Always act as a team player, working with your colleagues to achieve department goals and objectives.
  9. Maintain accurate records within our customer database and CRM system.
  10. Support with initiatives to upsell or promote HXP's products or services.
  11. Maintain an up-to-date knowledge of company products and procedures.
  12. 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. We are proud to be an equal opportunity employer, and we welcome and encourage 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. All employment decisions are based on merit, qualifications, and business needs.

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