Summary:
The Customer Services Team aim to deliver world class customer service support to internal and external customers whilst promoting the products and services of Hollister and Dansac. The Customer Service Representative will be responsible for processing sample requests in an efficient and timely manner; they also support other CS functions as required.
Responsibilities:
- Process sample requests and ensure proactive follow-up for end users who are experiencing skin health issues
- Take incoming calls/respond to emails on our Advice and Samples free phone line and email inboxes from end users and healthcare professionals
- Support Territory Managers with literature and samples requests to patients and hospitals
- Set up new patients on SFDC ensuring that all the appropriate patient and product information is gathered for accurate sampling and ongoing follow up
- Log end user concerns regarding product range and follow-up as per policies and procedures, always including compliance with Data Protection requirements (GDPR)
- Obtain and maintain expert knowledge of Dansac and Hollister product ranges and stoma and continence care to be able to advise the patient appropriately
- Develop key relationships with all customers to ensure effective communication
- Follow CQC guidelines to protect all data held that refers to private and confidential patient details
- Cross train between the Samples and Trade functions within the department to provide flexibility and strength across the entire team utilizing both SFDC and SAP systems.
- Contribute to achieving overall Customer Service Team KPIs
- Any other duties as management may require
Essential Functions of the Role**:
- Able to access the Winnersh office on a daily basis
- Strong communication and telephony skills with flexibility to adapt style on an individual basis
Work Experience Requirements:
- 2 years’ experience in a customer service environment
Education Requirements:
- Education to A-Level is desirable
Specialised Skills/Technical Knowledge:
- Work to deadlines on a daily basis
- Excellent communication skills
- Multi-Tasking Capability
- Ability to manage a large workload under pressures
- Use initiative and prioritise activities
- Build key internal relationships
- Proficient use in Microsoft Office- Excel is desirable
- Experience with CRM systems- SFDC and SAP is preferable
- Enthusiastic and reliable team player
Local Specifications (English and Local Language):
- Fluent in English – Written and Verbal
Hollister is an EO employer – M/F/Veteran/Disability
Job Req ID: 31589
Job Segment: Customer Service Representative, ERP, SAP, CRM, Customer Service, Technology