Job Description

You will provide excellent customer service to customers including patients, surgeries and Healthcare professionals. Endorsing of prescriptions to fulfil customer orders and ensuring customer queries are resolved in a timely manner

• Responsible for taking inbound calls from: Patients, Careers, GP’s, GP surgeries and Healthcare Professionals
• Management of customer accounts / orders
• Processing and dispensing paper and electronic prescriptions
• Management of service and product complaints - through to resolution
• Making outbound calls to Patients and Healthcare Professionals – Ensuring we focus on Customer Retention

Required Knowledge, Skills, and Abilities

• Experience in dealing with customers via phone & e-mail to solve all queries
• Experience of working in Customer Service environment with high volume call rates
• Excellent skills with MS Office
• Accurately input patient data and product requirements
• Develop relationships with patients, sales team and Healthcare professionals
• Manage courier queries relating to deliveries and collections
• Liaise with the warehouse team to ensure product fulfilment
• Attend on-going training to ensure knowledge and understanding of products, medical conditions, Anatomy and Physiology
• Assist with Product Recalls
• Sorts and files completed prescriptions in preparation for month end submission
• Good, clear, efficient and empathetic telephone manner
• Professional with proven ability to build appropriate relationships with customers and team members
• Demonstrable problem solving and decision making abilities
• Able to remain calm under pressure
• Results orientated
• Adaptable / willing to take on new tasks
• Able to priorities workload
• Able to work to deadlines
• Displays initiative and enthusiasm for their role and company
• Confident and articulate
• Demonstrable effective collaboration skills
• Actively articulates and promotes vision and direction
• Attention to detail