Customer Services Executive
Customer Services Executive
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Job Description
Customer Services Executive
Location: Reading Hybrid
Reporting to: Customer Services Manager
Salary: up to 30000 pa plus discretionary annual performance bonus
Work schedule: Our Customer Services department is open Monday to Friday 8am to 6pm and Saturday from 10am to 5pm with Saturdays being completed on a rota-basis.
About Us:
Founded in 2000 Healthxchange is the leading supplier of medical aesthetic products and services to professionals across the UK & Ireland. Healthxchange proudly partner with award-winning brands including Obagi Medical Medik8 Jan Marini and Jane Iredale to strategically commercialise their products in market. We currently supply over 9000 clinics with a full range of products (Skincare Injectables Energy-based devices) and services (software & education) to support their 360 business needs. The company offers a dynamic environment for innovation and growth in the medical aesthetic space.
About the role:
We are looking for a dynamic personality to join our Customer Services team and deliver a high level of customer service via phone email and live chat to support the ongoing success of Healthxchange.
Requirements:
- Excellent understanding of what a great customer experience is.
- Previous experience in a Customer Support or Contact Centre environment.
- Strong organisational skills and able to work to deadlines and deliver results under pressure.
- High attention to detail with a focus on quality.
- Excellent email writing skills.
- Ability to work under pressure in a fast-paced environment whilst being flexible and adaptable.
- Self-motivated with the ability to work under minimal supervision.
- Excellent time management capability.
- Proven communication skills and confident telephone manner.
- IT skill such as Microsoft Office and CRM systems (Salesforce desirable)
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.
- 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.
- Ensure customer emails phone calls and Live Chats 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.
- Always act as a team player working with your colleagues to achieve department goals and objectives.
- Maintain accurate records within our customer database and CRM system.
- Support with initiatives to upsell or promote HXPs products or services.
- Maintain an up-to-date knowledge of company products and procedures.
- 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.
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.
Employment Type
Full Time
