Key Responsibilities:
Delivering class-leading responses to a range of global customers through:
• Respond to inbound emails and faxes consistently meeting and maintaining the department KPIs ensuring that response times for customer does not fall outside of SLA
• Follow company guidelines whilst thinking quickly and outside the box to offer solutions to meet the customer’s needs
• Resolve customer enquiries with relevant Q&A and options, escalating when out of scope
• Make outbound calls to assigned customers to projects as needed • Manage large amounts of incoming mails in a Service Cloud ticketing queue • Reply, resolve, assign queries withing strict deadlines to achieve SLA’s • Ability to identify and assess customers’ needs to achieve satisfaction • Build sustainable relationships and trust with regional Account Executive & Team Leads through open and interactive communication • Provide accurate, valid and complete information to the customer by using the right methods/tools • Keep accurate records of customer interactions in Service Cloud. • Follow communication procedures, guidelines and policies • Take the extra mile to engage customers
• Ensure that complaints are escalated immediately and corrective actions are implemented promptly to ensure customer relationship is maintained
Personal:
• Develop and maintain effective business relationships with key Clinigen Group staff
• Assist and support other areas of the business as and when necessary
• Comply with all internal practices and SOPs
• Work in a flexible manner to ensure satisfaction at all levels with all clients (internal and external)
• Self-Managed with ability to self-check work.
• Confidence in working with a variety of communication methods ( fax/email/phone)
Additional duties:
The list of duties is not intended to be exhaustive, but gives a general indication of the tasks involved. It is the nature of the company that tasks and responsibilities are, in many circumstances, unpredictable and varied. All employees are, therefore, expected to work in a flexible way when the occasion arises and acknowledge that tasks not specifically covered in their job description are not excluded.
• Fluent Language ability (both written and verbal) for assigned region(s). Applicants with language capability where not a native speaker must be able to converse to an excellent level across all mediums
• Educated to A level standard
• Demonstrable experience of working in a Customer service environment
• Customer Account management skills in a business-to-business environment with the ability to develop relationships with customers
• Inbound response handling
• Outbound calling capability
• Good working knowledge of all Microsoft Office packages (Word, Excel, PowerPoint etc.)
- 27 days holiday plus 8 bank holidays
- Pension contributions 4.5% matched
- Life assurance 4 x annual salary
- Flexible Benefits Platform with £25/month Company contribution
- Annual salary review
- Independent financial advice service
- Enhanced Employee Assistance Programme
- Shopping discounts with retailers
- Long service awards
- Recognition scheme & employee of the year awards
What We Do
Our mission is to accelerate access to medicines for patients in every corner of the globe: Clinical Services, Product Access and Commercialisation, Pharmacovigilance and Regulatory Affairs
