Senior Customer Services Executive Platinum TeamNew Accounts

Senior Customer Services Executive Platinum Team/New Accounts

Location: Reading WFH 2 days/week.

Reporting to: Customer Service Manager

Salary:pa plus annual performance bonus

Work schedule:

Our Customer Services department is open Monday to Friday 8am to 6pm and Saturday from 10am to 5pm.

Saturdays are completed on a rota basis at a frequency of around 1 in every 4 weeks with the option to have a day of in lieu or overtime.

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.
  
• Excellent email writing skills.
  
• Ability to work under pressure in a fastpaced environment.
  
• Selfmotivated with the ability to work under minimal 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.

• 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.
• Support new customers with the account opening process from application through to first order.
• Provide guidance on using our ePharmacy website for order placing and account management to ensure customers can successfully selfserve 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 thirdparty 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 adhoc projects and tasks.
• Ensure customer emails phone calls Live Chats and social messages are responded to within agreed department response times.
• 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 HXPs products or services.
• Maintain an uptodate knowledge of company products and procedures.
• Assist with the training of new starters and other team members.
• Provide support with adhoc 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.