Customer Contact Representative
Found in: Talent UK C2 - 2 weeks ago
We welcome applications from individuals based within a commutable distance to our Burton-On-Trent, Staffordshire or Weybridge, Surrey offices.
Primary point of direct contact and communication with Clinigen’s customers i.e. hospitals, physicians and pharmacists. Responsibility for servicing customer needs and providing information. Ensure all enquiries are processed accurately following set systems and processes.
Key Responsibilities:
Delivering class-leading responses to a range of global customers through:
Key Responsibilities:
Delivering class-leading responses to a range of global customers through:
- Respond to inbound emails and faxes consistently meeting and maintaining the department KPIs ensuring that response times for customer does not fall outside of SLA
- Follow company guidelines whilst thinking quickly and outside the box to offer solutions to meet the customer’s needs
- Resolve customer enquiries with relevant Q&A and options, escalating when out of scope
- Make outbound calls to assigned customers to projects as needed
- Manage large amounts of incoming mails in a Service Cloud ticketing queue
- Reply, resolve, assign queries withing strict deadlines to achieve SLA’s
- Ability to identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with regional Account Executive & Team Leads through open and interactive communication
- Provide accurate, valid and complete information to the customer by using the right methods/tools
- Keep accurate records of customer interactions in Service Cloud.
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Ensure that complaints are escalated immediately and corrective actions are implemented promptly to ensure customer relationship is maintained
Personal:
- Develop and maintain effective business relationships with key Clinigen Group staff
- Assist and support other areas of the business as and when necessary
- Comply with all internal practices and SOPs
- Work in a flexible manner to ensure satisfaction at all levels with all clients (internal and external)
- Self-Managed with ability to self-check work.
- Confidence in working with a variety of communication methods ( fax/email/phone)
Requirements
- Fluent Language ability (both written and verbal Spanish or Italian) for assigned regions (Spanish or Italian). Applicants with language capability where not a native speaker must be able to converse to an excellent level across all mediums
- Educated to A level standard
- Demonstrable experience of working in a Customer service environment
- Customer Account management skills in a business-to-business environment with the ability to develop relationships with customers
- Inbound response handling
- Outbound calling capability
- Good working knowledge of all Microsoft Office packages (Word, Excel, PowerPoint etc.)
Benefits
- 27 days holiday plus 8 bank holidays
- Pension contributions 4.5% matched
- Life assurance 4 x annual salary
- Flexible Benefits Platform with £25/month Company contribution
- Annual salary review
- Independent financial advice service
- Enhanced Employee Assistance Programme
- Shopping discounts with retailers
- Long service awards
- Recognition scheme & employee of the year awards
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