Amcare by convatec, a subsidiary of Convatec, is a dedicated provider of customer support services to the stoma, continence and wound care community who have built a 30-year reputation based on the delivery of the highest quality homecare services.
Amcare by Convatec care centres are located in Cheltenham, Basingstoke, Dartford, Lincoln, Nottingham, Runcorn, South Shields and Stirling. Our national distribution centre is in Sunderland.
The Customer Service Representative is a crucial role providing outstanding Customer Care whilst supporting all Amcare by Convatec Customers. Delivering prompt responses to customer queries. Ensuring efficient processing of Customer orders. Maximise all new business opportunities through referral leads. Grow business value by retaining existing customers.
Key Responsibilities:
- Support customers by phone, electronically and face to face.
- Process customer orders received via inbound and outbound telephone, email and post.
- Respond promptly to customer and colleague enquiries.
- Maintain complete and accurate records of all customer interactions in the company CRM system
- Maximize all referral opportunities and ensure leads are passed to the relevant referral specialist
- Drive long term business relationships and strengthen retention via customer registration to me+™ programme.
- Drives performance through self-motivation and prioritises workload to ensure that the service standards of the business are maintained hand in hand with achievement of personal targets.
- Displays sensitivity to the customer’s needs including the need for confidentiality and discretion in written and spoken communication
- Follows and understands the need for established procedures within the department but also questions, and continuously looks for ways they can be improved
- Develops relationships with customers through empathy and diplomacy
Skills & Experience:
- At least 1-2 years of significant practical experience in customer services role
- High levels of empathy with active listening skills
- Problem solver, able to deal effectively and professionally with end user and healthcare professionals queries
- Ability to work collaboratively with internal and external stakeholders
- High Level of organisational skills and an ability to prioritise workload whilst multitasking
- Excellent verbal, written and face to face communication skills
- Strong Keyboard skills, including advanced knowledge of Word, Excel and note writing
- Ability to work independently and as a team
- Proven track record of working towards KPI’s and targets
- Attention to detail with a high level of accuracy
- Telephony, CRM and prescription system experience
Working Conditions:
Normal working hours are Monday – Friday from 9am to 5pm, with occasional rotation of Saturdays 9am – 1pm.
Our lines are open from 8am to 8pm, hence there might be occasionally the need to cover outside of normal working hours.
Job Type: Full-time, Fixed-Term 12 Months
Equal opportunities
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
About Convatec
Pioneering trusted medical solutions to improve the lives we touch:
Convatec is a global medical prod
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