Customer Service Representative

We Make Life More Rewarding and Dignified 

Location: ​Winnersh​
Department: ​Customer Service

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.

Contract: Permanent, working 37.5 hours, Monday – Friday

Location: Winnersh Office, 4-days office and 1-day home working

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
• Use clinical guides and tools where appropriate to support end users for better solutions for their needs upgrading end users from legacy Hollister and Dansac products to the most technologically beneficial/new products within the portfolio
• Promote Fittleworth Home Delivery Service, with all our potential customers and undertake warm transfers where appropriate to promote retention and attract new patients to the SBU
• Support Territory Managers with literature and samples requests to patients and hospitals
• Set up new patients on SFDC ensuring that all the appropriate patient and product information is gathered for accurate sampling and ongoing follow up
• Log end user concerns regarding product range and follow-up as per policies and procedures, always including compliance with Data Protection requirements (GDPR)
• Obtain and maintain expert knowledge of Dansac and Hollister product ranges and stoma and continence care to be able to advise the patient appropriately and promote their features and benefits
• Develop key relationships with all customers to ensure effective communication
• Contribute to achieving overall Customer Service Team KPIs
• Support Sales and Marketing Teams at external events
• 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

Specialised 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- Excel is desirable
• Experience with CRM systems- SFDC and SAP is preferable 
• Enthusiastic and reliable team player

EOE Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

​Job Req ID: 35966