Overview of the role
The customer support associate will be part of a flexible, multi-skilled and continuously improving team providing exceptional customer service to both internal and external customers from order input through to order fulfilment.
Through answering incoming calls and e-mails, take and input orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
Main Responsibility
- Manage large amounts of inbound and outbound calls in a timely manner following communication scripts when handling different topics.
- Identify customer requirements/complaints, clarify information, research every issue and provide solutions or alternatives.
- Process all customer’s orders in an accurate and timely manner and in line with personal targets.
- Record customer requirements/complaints in a comprehensible way where necessary in the contact centre call logging database.
- Be personally responsible for ensuring own logged calls are progressed through to satisfactory conclusion by either issues resolution or through issue escalation and closure.
- Always remain positive, courteous and polite when dealing with inbound and outbound customers regardless of the situation.
- Work with key internal and external stakeholders to deliver on time and in full deliveries to our customers by sharing known incidents and advising on best practice.
- Provide support and feedback to both internal and external customers in arranging product returns and be responsible for ensuring customer’s accounts and credits are accurate and up to date.
- Carry out activities associated with special services such as but not restricted to “Made to Measure” and “Customisation” and any reasonable management request.
- Undertake training across the department in new processes and activities as well as being responsible for maintaining own development and achievement of objectives.
- Work with several IT systems such as WMS/WCS systems and Order Management systems.
- Key customera to communicate with in this role are circa 750 own pharmacy estate, circa 4000+ independent pharmacy accounts, district nurses, GP surgeries and members of the public.
The Ideal Candidate
- Strong IT skills
- Previous customer service experience
- Ability to communicate at different levels such as members of the public or professional bodies.
- Pleasant, polite and professional telephone manner.
- Ability to multi-task in a fast paced environment.
- Accuracy and attention to detail
Package Description
- Competitive salaries
- Excellent training & development opportunities
- Paid Holidays
- Workplace pension scheme
- Staff Discount
- Travel Loans and more…
About the Company
Bestway Medhub are one of the fastest-growing pharmaceutical wholesaler in the UK, and are committed to making pharmaceutical wholesale as simple as possible. We work in partnership with independent pharmacies and dispensing practices across the UK, providing them with straightforward, competitively priced access to 3000+ essential lines.