Customer Services Advisor - Cardiff

Customer Services Advisor
Respond Customer Services, Cardiff

THE ROLE

To 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

Reporting to the Team Leader this Customer Service Advisor role is to ensure all customer orders are processed accurately and monitored through to delivery, within the relevant timeframe whilst adhering to the required regulations. The majority of our customers are individual patient customers who we supply products to on a prescription basis through our Home Delivery Service, similar to that of a pharmacy.

The Customer Service Advisor will handle all customer queries effectively and in a professional manner. This role requires forward thinking, so you will have the freedom to make decisions to meet the needs of our customers which is pivotal to maintaining high levels in customer satisfaction and retention of our customers, contributing towards the success of Respond Healthcare, growing the Respond business.

Duties:

Inbound Customer Contact:

• Answer customer telephone calls promptly and professionally and to accurately process all orders including customer orders via prescription, cash sales, product sample orders and Territory Manager orders
• Maintain excellent product knowledge and to answer all enquiries regarding products.
• Resolve any customer queries regarding delivery

Customer Loyalty:

• Maximise the number of existing customers who continue to use our service by identifying customers who do not use our service regularly, making proactive contact to secure future orders
• Maximise the number of new customers who use our service repeatedly, making proactive contact to secure future orders

Proactive Order Delivery Monitoring:

• Regularly review the status of courier deliveries and proactively communicate with customers to advise delivery times and resolve any delivery issues to the customer's satisfaction
• Ensuring new patients are contacted a week after delivery to confirm ongoing ordering pattern
• Maximise the number of existing customers who continue to use our service by identifying customers who do not use our service regularly
• New patient leads are generated and followed through to achieve targets

Product & Account Administration:

• Responsible for accurately inputting data to create new customer accounts in accordance with procedures
• Ensure all records are accurate and are kept up-to-date
• Rnsure customer accounts are maintained accurately, including delivery addresses
• Taking credit card payments and liaising with the Accounts department

Customer Complaints and Compliments:

• Ensure complaints relating to all areas of customer service are dealt with efficiently and effectively ensuring total customer satisfaction
• Responding appropriately and sincerely to all customer complaints and compliments
• Reporting all issues that hinder the delivery of excellent Customer Service to the Customer Services Team Leader
• Record all customer complaints and compliments

Other Duties:

• Attend relevant training courses, keeping own knowledge of the business, products and processes up to date
• Maintain a professional image of the company at all times, demonstrating a can-do approach to both customers and colleagues
• adhere to customer confidentiality policies
• Adhere to the company’s Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible
• Responsible for your own health and safety and that of your colleagues, in accordance with the company’s’ Health and Safety policy
• Adhere to the company’s Quality policy and Environmental policy
• Undertake other duties as may be reasonably required

KEY SKILLS:

Essential

• Previous experience working as a Customer Service Advisor would be beneficial
• 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 proactively

Desirable

• Previous experience in the healthcare sector would be desirable
• Experience of promoting products and services to existing and potential customers
• Fluent welsh speaker

COMPETENCIES

KEY WORKING RELATIONSHIPS

Internal:

• To liaise with warehouse and DPD to meet the needs of the customer
• Liaise with finance when handling cash sales
• Inform the Key Account Director and Territory Managers of any unusual events
• Escalate customer dissatisfaction to the Customer Experience Manager
• To be the point of contact for interdepartmental requests and to action those requests in a timely manner e.g. Warehouse, Accounts

External:

• Liaise with the SCN regarding any issues affecting our customers or their products and to ensure that new customers' orders are processed within agreed timescales

ADDITIONAL INFORMATION

• Salary is £18,279.00 pa

• Holiday is 23 days increasing to 28 with service and pension is also offered

• To attend all national exhibitions, local exhibitions and open days as and when required.

• 37.5 hours per week between the hours of 9:00am – 5:00pm Monday to Friday with a 30-minute unpaid lunch break.

• Saturday working on a rota basis 9:00am to 12:00pm

• £750 Time and attendance bonus

• To assist with any other duties as required to meet the needs of the business.

Apply online including a full CV and covering letter outlining why you are suitable for the role today

Closing date: 20th April 2018