Position Overview & Specifications

Customer Services Advisor

HealthXchange Pharmacy

Who We Are

Founded in 2000, HealthXchange Pharmacy are the leading supplier of aesthetic medical products and treatments to medical professionals within the UK. As a winner of the Aesthetic Awards for the past few years, we pride ourselves on the quality of our products and our customer service. Now is an exciting time to join our growing business within the field of aesthetic medicine.

The Role

We’re looking for a Customer Services Advisor to join our friendly and growing team based at our Reading offices. In this role you will be responsible for delivering a high level of customer service via phone, email and live chat to support the ongoing success of the business and to ensure orders are processed in line with agreed timescales. We’re seeking someone who has experience in delivering excellent customer service, has strong communication skills and can work to deadlines.

Benefits

Monday to Friday – no weekends! Hybrid working after probation (3 days in the office and 2 days working from home), company pension, 23 days holiday plus bank holidays increasing with service, staff social events, staff discount.

Responsibilities

Act as a customer champion, delivering an excellent customer experience at all times 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.
Act at all times 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 our products or services.
Maintain an up-to-date knowledge of company products and procedures.

About you

Excellent understanding of what a great customer experience is.
Previous experience in a customer support environment, confident telephone manner.
Strong organisational skills.
Proven written and verbal communication skills.
Ability to work to deadlines in a fast-paced environment.
Self-motivated, with the ability to work under minimal supervision.
Excellent time management capability.
Flexible and adaptable.

Hours: Monday - Friday, 9am-6pm with 1-hour lunch

Job Type: Full-time

Salary: £26,000.00-£29,000.00 per year

Benefits: