Customer Service Representative

Provide outstanding Customer Service whilst dealing with all Amcare Group Customers.

Deliver prompt responses to queries and complaints. Ensure efficient processing of Customer orders. Maximise all new business opportunities through referral leads. Grow business value by retaining existing customers.

Requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education. May require the following proficiency:

- Works under moderate supervision.
- Problems are typically of a routine nature but may at times require interpretation or deviation from standard procedures.
- Communicates information that requires some explanation or interpretation.

Openings in Ba

**Duties and Responsibilities**
- Support customers by phone, electronically and face to face.
- Respond promptly to customer and colleague enquiries.
- Maintain complete and accurate records of all customer interactions in the company CRM system
- Ensure the complaints process is adhered to and relevant paperwork is completed in line with current processes.
- Complete mandatory training, online IG training and “Cornerstone” training within the deadlines set.
- To keep updated with all new ConvaTec products and Amcare Group services available to our customers.
- Maximize all referral opportunities and ensure leads are passed to the relevant referral specialist, in line with personal targets.
- Drive long term business relationships and strengthen retention via customer registration to me+ programme, in line with personal targets.
- Drives performance through self-motivation and prioritises workload to ensure that the service standards of the business are maintained hand in hand with achievement of personal targets for me+ registrations and CIC lead generation.
- To identify daily opportunity to convert competitor product to Convatec product lines.
- Demonstrates proficiency in the use of databases and focuses on gathering essential information as quickly as possible bearing in mind the needs of our customers.
- Is a team player who understands the teams needs and shares ideas/suggestions to make the department run as efficiently as possible?
- Displays sensitivity to the customer’s needs including the need for confidentiality and discretion in written and spoken communication
- Follows and understands the need for established procedures within the department but also questions, and continuously looks for ways they can be improved
- Develops relationships with customers through empathy and diplomacy
- Identify sales leads when speaking to professionals and passing that information on to the relevant field sales person
- Completes general administration tasks (filing, maintaining stocks of product/literature) to ensure all team members can access information when needed

**Must Have**:

- Good Standard of Education
- Proven track record in Customer Service Role
- Excellent communication skills, verbal, written and face to face with a wide customer group ranging from end user to healthcare professional.
- Strong Keyboard skills
- Experience of recognizing sales opportunities
- Ability to work independently and as a team
- Proven track record of working towards KPI’s and targets Communicates effectively - both verbally and in writing with end users of our products, healthcare professionals and internal customers
- Be able to deal effectively and professionally with all Customer Complaints
- Has a good understanding of the Ostomy market, including all stoma types and can suggest appropriate products for each condition.
- Has thorough understanding of Convatec Products and services.
- Be ISO9001:2008 compliant

**Physical Demands**:

- Regularly required to sit, stand, walk, and occasionally bend and move about the facility.
- Infrequent light physical effort required.
- Occasional lifting under 10 lbs.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Some travel may be required.

**Working Conditions**
- Office conditions, occasional travel required to Patient Open days at various venues.

**Special Factors-Person Profile**
- To work required shifts between 08:00/18:00 (half hour lunch break)

Shifts worked are:

- 8.00am - 4.00pm
- 9.00am - 5.00pm
- 10.00am - 6.00pm

Saturday working AM

**Beware of scams online or from individuals claiming to represent Convatec**

**Equal opportunities**

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

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