Senior Customer Services Executive

**Senior Customer Services Executive - Platinum Team/New Accounts**

Location: Reading, WFH 2 days/week

Reporting to: Customer Service Manager

**Salary**: £31,000- £34,000 pa, plus annual performance bonus

**About Us**:
Founded in 2000, Healthxchange are the leading supplier of aesthetic medical products and devices to medical professionals within the UK. As a winner of the Aesthetic Awards for serval years running, we pride ourselves on the quality of our products and our customer service.

**About the role**:
The Senior Customer Services Executive delivers personalized exceptional customer service to our most valuable customers. Seeking opportunities to WOW our customers and always leading to a smooth order experience. You will be working cross functionally across our Platinum, New Accounts and wider Customer Services team.

**Requirements**:

- Passion for delivering an exceptional customer experience.
- A good understanding of commercial requirements of our customers and business.
- Strong organisational skills.
- Ability to work under pressure in a fast-paced environment.
- Self-motivated, with the ability to work under mínimal 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.
- It Skills_
- Microsoft Office
- CRM (SalesForce) and Intact IQ preferred

**Responsibilities**:

- Act as a customer champion, always delivering an excellent customer experience and support with increasing our customer satisfaction and retention.
- Take ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer, whilst balancing the commercial needs of the business.
- Build great relationships with our key customers through a personalised customer experience and by understanding their business and patient needs.
- Ensure all compliance requirements are met and work closely with the Quality team to support compliance and regulatory requirements.
- Provide guidance on using our 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.
- Ensure orders are processed promptly and accurately, adhering to company Standard Operating Procedures and all compliance requirements.
- Liaise with external third-party suppliers e.g. delivery companies 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 your knowledge and experience to help resolve customer queries and issues.
- Support the Customer Services Management team with ad-hoc projects and tasks.
- Act as a brand ambassador when interacting with customers, consistently demonstrating high levels of integrity, diligence, and professionalism.
- Act always as a team player, working with your colleagues to achieve department goals and objectives.
- Use Salesforce CRM to accurately record notes on customers accounts, ensuring a record of your customer interactions.
- Support with initiatives to upsell or promote HXP’s 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.

**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.