Job Purpose: To supervise, plan and organise the experience of customers to achieve customer care, delight and retention.
Hours are 0800 to 1700 Monday to Friday.
No shift work.
No weekends.
Specific Responsibilities: Supervise the Customer Service department, train, and monitor staff to deliver a high standard of customer service.
Lead team in building, promoting, and maintaining positive working relationships with customers and prospective customers.
Participate in the recruitment, and development of staff.
Supervise, continuously improve, and report on the various computerised and procedural processes to offer optimum support to customers and ease of use by employees.
Ensure that all customer information is correct and that computer systems are kept up to date, especially customer bona fides.
Keep accurate records of discussions or correspondence with customers using company software.
Gather and disseminate product information to employees to improve own and teams knowledge.
Handling complex complaints and enquiries.
Assist in creating regular promotional communication with customers through webshop, phone, email and mailers.
Generate weekly reports on department performance.
Supervise, plan and organise weekly customer service meeting and report to senior management.
Ensure that the Webshop content is accurate, up to date and attractive to customers.
Process refunds or other forms of compensation for customer accounts.
Ensure all department relevant Standard Operating Procedures are up-to-date and accurate.
Ideal Requirements: A third level qualification or several years experience in a similar role is desirable.
A relevant technical, customer services, sales or marketing qualification is desirable.
High levels of computer literacy Excellent written and oral communication Critical thinking and problem-solving skills Exceptionally high standards with meticulous attention to detail Knowledge and experience of pharmaceutical quality requirements is desirable.
A flexible team player with the ability to work proactively A self-starter with a positive, enthusiastic can do attitude A highly organised completer-finisher with good prioritisation skills Good communication skills both written and verbal Ability to work accurately in a busy, demanding environment, whilst adhering to stringent deadlines Reliable, conscientious and dedicated Committed to learning and development (including formal qualifications), with a passion to grow within the business.
You will receive on the job training and other specific training, as agreed and required Skills: Telephone Manner Customer Service Computer Skills Admin supervisor