CUSTOMER SERVICES EXECUTIVE

Location: Reading, Hybrid
Reporting to: Customer Services Manager
Salary: up to £30,000 pa, plus discretionary annual performance bonus
Work schedule: Our Customer Services department is open Monday to Friday 8am to 6pm and Saturday from 10am to 5pm, with Saturdays being completed on a rota-basis.

ABOUT US:

Founded in 2000, Healthxchange is the leading supplier of medical aesthetic products and services to professionals across the UK & Ireland. Healthxchange proudly partner with award-winning brands including Obagi Medical, Medik8, Jan Marini, and Jane Iredale to strategically commercialise their products in market. We currently supply over 9,000 clinics with a full range of products (Skincare, Injectables, Energy-based devices) and services (software & education) to support their 360 business needs. The company offers a dynamic environment for innovation and growth in the medical aesthetic space.

REQUIREMENTS:

• Excellent understanding of what a great customer experience is.
• Previous experience in a Customer Support or Contact Centre environment.
• Strong organisational skills and able to work to deadlines and deliver results under pressure.
• High attention to detail with a focus on quality.
• Excellent email writing skills.
• Ability to work under pressure in a fast-paced environment, whilst being flexible and adaptable.
• Self-motivated, with the ability to work under minimal supervision.
• Excellent time management capability.
• Proven communication skills, and confident telephone manner.
• IT skill such as Microsoft Office and CRM systems (Salesforce desirable)

ABOUT THE ROLE:

We are looking for a dynamic personality to join our Customer Services team and deliver a high level of customer service via phone, email, and live chat to support the ongoing success of Healthxchange.

RESPONSIBILITIES:

• Act as a customer champion, always delivering an excellent customer experience 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.
• Always act 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 HXP’s products or services.
• Maintain an up-to-date knowledge of company products and procedures.
• Provide support with ad-hoc projects and tasks as required.