Customer Service Representative (Healthcare & Lab Services)
GSG Are currently looking for a dynamic customer service representative to join our team based at the Bar Hill Depot
GSG are a rapidly growing business which provides flexible and cost-effective supply chain services for ambient and temperature-controlled products. Our commitment to continuously deliver service excellence, combined with our many years of experience, ensures the very best logistics solutions possible. We are a business that have an absolute passion for customer service and would look for the same quality in anyone joining team.
Main responsibilities:
· To provide a single point of contact for the resolution of customer and patient issues, ensuring services are provided within agreed timelines and take appropriate action when this is not achieved.
· To engage with members of the public and customers within the Cambridge service provision and achieve all agreed Service performances.
· To support the healthcare and lab services in ensuring first class service is executed within the financial and contractual requirements.
Key tasks and responsibilities:
Working closely with the Logistics Coordinators and Depot General Manager the role holder will:
* Work closely with the client to understand their needs – will require telephone conversations and email communication, Identify and support practical solutions to ensure these needs are met.
* Take ownership for the service performance being executed on behalf of our customer and maintain and improve upon the agreed SLA.
* Engage with clients and patients with empathy and ensure areas of concern is addressed sensitively.
* Continually look for improvements to the service being offered to our customer and patients, address and act when GSG has failed to deliver a superior service.
* Accurately produce and submit/present regular updates to customers around GSG service performance, taking ownership of the trends, performance and corrective actions where required.
* Liaise with customers for routine and exceptional events or issues.
* Respond to emails and telephone calls - taking responsibility for escalating problems. This will involve basic problem solving and interrogating data.
* Submit weekly and monthly reports.
* To undertake ad hoc projects as required.
Essential Skills/ Qualifications:
· Empathy and ability to address issues with sensitivity
· Experience within nursing/care provision (highly desired)
· Conveys information in a clear, structured and understandable manner
· Good verbal and written communication skills
· Ability to adapt their approach
To be successful in this role the candidate needs to be flexible in their approach to working hours and think practical and sensitivity in their solution to problems.
*40 Hours per week (9hr days with 1hr unpaid lunch) The working days are Monday to Saturday 10:00am to 19:00 with a day off in the week.
If you are interested in the role and would like to know more please click the apply button and one of the team will be in touch.
Job Types: Full-time, Permanent
Pay: £28,000.00 per year
Work Location: In person