Customer Service Representative Full Time

Summary:

The Customer Services Team aim to deliver world class customer service support to internal and external customers whilst promoting the products and services of Hollister and Dansac

The customer service team is responsible for processing sample requests in an efficient and timely manner; they also support other CS functions as required

Responsibilities:

Manage and process sample requests and ensure proactive follow-up for end users who are experiencing skin health issues
Take incoming calls/respond to emails on our Advice and Samples free phone line and email inboxes from end users and healthcare professionals
Set up new patients on SFDC ensuring that all the appropriate patient and product information is gathered to ensure accurate sampling and ongoing follow up
Develop skills and knowledge within SFDC to become the team Super User. Implement this knowledge to support with local and global system projects and testing to ensure support is provided to the team
Obtain and maintain expert knowledge of Dansac and Hollister product ranges and stoma and continence care to be able to advise the patient appropriately
Actively promote Fittleworth Home Delivery Service, with all our potential customers, facilitating a warm transfer where appropriate
Support Sales and Marketing Teams to deliver the skin health message at external events and process sample requests
Develop key relationships with all customers to ensure effective communication
Log end user concerns regarding product range and follow-up as per policies and procedures
Ensure compliance with Data Protection requirements (GDPR) at all times maintaining the database and obtaining written/verbal consent for permission to contact
Follow CQC guidelines to protect all data held that refers to private and confidential patient details
Contribute to achieving overall Customer Service Team KPIs
Cross train into the Trade function within the department to provide flexibility and strength across the entire team
Any other duties as management may require

Essential Functions of the Role**:

Able to access the Winnersh office on a daily basis
Strong communication and telephony skills with flexibility to adapt style on an individual basis

Work Experience Requirements

2 years’ experience in a customer service environment

Education Requirements

Education to A-Level is desirable

Specialized Skills/Technical Knowledge:

Work to deadlines on a daily basis
Excellent communication skills
Multi-Tasking Capability
Ability to manage a large workload under pressures
Use initiative and prioritise activities
Build key internal relationships
Proficient use in Microsoft Office
Experience with CRM systems- SFDC and SAP is preferable
Enthusiastic and reliable team player

Local Specifications (English and Local Language):

Fluent in English – Written and Verbal

Job Req ID: 29056