Location: Reading, WFH 2 days/week
Reporting to: Customer Service Manager
Salary: £26,000-£30,000 pa, plus 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 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. We partner with award-winning brands including Obagi Medical, Medik8, Jan Marini, and Jane Iredale to market their products. We supply over 9,000 clinics with skincare, injectables, energy-based devices, software, and education to support their business needs. We offer a dynamic environment for innovation and growth in the medical aesthetic space.
About the role:
We seek a dynamic individual to join our Customer Services team, delivering high-quality customer support via phone, email, and live chat to ensure the ongoing success of Healthxchange.
Requirements:
* Excellent understanding of delivering a great customer experience.
* Previous experience in Customer Support or Contact Centre environment.
* Strong organisational skills, ability to meet deadlines, and perform under pressure.
* High attention to detail and focus on quality.
* Excellent email writing skills.
* Ability to work flexibly and adapt in a fast-paced environment.
* Self-motivated with minimal supervision.
* Effective time management skills.
* Proven communication skills and confident telephone manner.
* Proficiency in Microsoft Office and CRM systems (Salesforce desirable).
Responsibilities:
* Act as a customer champion, enhancing customer satisfaction and retention.
* Own customer queries, collaborating internally to resolve issues.
* Process orders accurately and promptly, complying with SOPs and regulations.
* Coordinate with third-party suppliers to resolve delivery issues.
* Handle complaints, providing resolutions aligned with customer expectations and policies.
* Respond to emails, calls, and chats within departmental response times.
* Represent the brand professionally, demonstrating integrity and diligence.
* Collaborate with colleagues to meet team goals.
* Maintain accurate records in our CRM system.
* Support initiatives to upsell or promote products/services.
* Stay informed about company products and procedures.
* Assist with ad-hoc projects and tasks as needed.
Benefits:
Company pension, annual performance bonus, 23 days holiday plus bank holidays (increasing with service), staff discount, social events, access to Health Assured EAP.
We are committed to diversity and inclusion. We are an equal opportunity employer, welcoming applications from all qualified individuals regardless of race, religion, gender, sexual orientation, gender identity, age, disability, or marital status. All employment decisions are based on merit, qualifications, and business needs.
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