Customer Service Representative
Perks & Benefits:
- Friendly, polite and helpful communication by telephone, email and other omni channels
- Ability to listen carefully and skilfully ask questions to understand how you can help customers
- Quick and accurate logging of call details into a case file on CRM
- Ability to answer high volumes of calls, provide first touch resolution or log details to be investigated and closed out providing the customer with a date for update
- Collaboratively, liaising with internal departments, field teams, manufacturers and external agencies to obtain information to resolve issues
- Communicating effectively with external carrier companies to track deliveries, obtain proof of delivery and arrange collection of parcels for returns to the warehouse
- Professional, accurate and timely processing of Adverse Event and Product Recall situations
- Administrative duties including providing COSHH sheets on request from customers
- Recording and processing small equipment repairs
- Processing non-stock orders and raising credit notes
- Evaluating and preparing Carrier insurance claims
- Providing customers with online support
- Providing information on the anticipated arrival of stock into the warehouse
- Support reporting functions to ensure that both personal and team targets are met and exceeded
- Deal with front line telephone enquiries for the Customer Accounts Dept
- Participate in special projects and perform other duties as required
- High standard of spoken and written English is required together with basic numeracy
- Fast and accurate keyboard operation required
- Knowledge of Windows/Microsoft office systems/use of e-mails required
- Previous customer service experience would be an advantage
- Knowledge of Salesforce communication would be an advantage
- Knowledge of J D Edwards systems would be an advantage
- Knowledge of dental products while not essential would be an advantage
- Enthusiastic
- Problem solver
- Excellent telephone manner
- Courteous and cheerful
- Handles pressure well
- Prepared to ‘go the extra mile’ for the customer
- Work well within a team
- Able to use initiative
- Able to also use tact, diplomacy and discretion when dealing with sensitive issues
- A competitive salary
- 25 days holiday a year, with ability to buy up to 5 days holiday each year
- Life Insurance
- Cycle to Work scheme
- Subsidised gym membership
- Access to Health & Wellbeing Apps
- Employee discounts
- A hybrid, flexible working culture
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