Customer Retention
3 weeks ago
ABOUT THE ROLE
This is an exciting opportunity to work within a team, specifically aimed at retaining customers and growing the business.
As a Customer Retention & Support Advisor you will provide the best possible customer service to our customers, contributing towards the success of the business by going above and beyond to meet our customers’ expectations and fulfilling their needs in a safe and timely manner.
KEY ACTIVITIES
Outbound Customer Contact - Order Retention Customer Loyalty Prescription Customer Support Customer Complaints and ComplimentsOther
To attend relevant training courses To adhere to the company’s Equal Opportunities policy and Dignity at work policy To adhere to the company’s’ Health and Safety policy To adhere to the company’s Quality policy and Environmental policy To undertake other duties as may be reasonably requiredKEY SKILLS
Essential
Previous experience working in Customer Service Friendly personality with a “can-do” attitude The ability to work as part of a small team with limited direct supervision. The ability to handle queries professionally and efficiently with sensitivity The ability to deliver a high-quality service Conscientious and able to act proactivelyDesirable
Previous experience in the healthcare sector Experience of promoting products and services to existing and potential customersKEY WORKING RELATIONSHIPS
Internal
To liaise with warehouse and Courier service to meet the needs of the customer Good communication with Key Account Director and Territory Managers Escalate customer dissatisfaction to the Customer Experience Manager Point of contact for interdepartmental requests e.g. AccountsExternal
Liaise with the Stoma Care Nurse, GP surgeries & other healthcare professionals To attend exhibitions, and open days as and when requiredADDITIONAL INFORMATION
Blended home/office working shifts available Monday – Friday: 7.5 hours a day between the hours 8:30 -17:30 on a shift rotation 1 in 8 Saturdays 8:30 – 12:30 Total 38 hours a week Objective based bonus Occasional UK travel may be requiredCOMPETENCIES
Customer Focus
Building strong customer relationships and delivering customer-centric solutions.
Manages Complexity
Making Sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Drives Results
Consistently achieving results, even under tough circumstances.
Collaborates
Building partnerships and working collaboratively with others to meet shared objectives.
Communicates Effectively
Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Instills Trust
Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Nimble Learning
Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
Being Resilient
Rebounding from setbacks and adversity when facing difficult situations.
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