Customer Services Executive

About the Company

Healthxchange, established in 2000, is the premier supplier of medical aesthetic products and services to professionals throughout the UK and Ireland. Partnering with acclaimed brands like Obagi Medical, Medik8, and Jane Iredale, Healthxchange provides over 9,000 clinics with a comprehensive portfolio of skincare, injectables, energy-based devices, software, and educational offerings, supporting their full business needs in the medical aesthetics sector. The organization fosters an innovative and growth-oriented workplace culture.

Position Overview

The Customer Services Executive will join the Customer Services team reporting to the Customer Services Manager in Reading. This role focuses on delivering exceptional customer support through phone, email, and live chat channels, playing a vital part in enhancing customer satisfaction and contributing to the company's growth.

Working Hours and Compensation

The department operates Monday through Friday from 8am to 6pm, with shifts scheduled between either 8am to 5pm or 9am to 6pm. The annual remuneration is up to £30,000, supplemented by a discretionary performance-based bonus each year.

Key Responsibilities

• Act as a proactive advocate for customers, ensuring high-quality service that boosts satisfaction and loyalty.
• Manage customer inquiries autonomously by collaborating with internal teams to resolve issues fully.
• Process orders accurately and punctually following company SOPs and compliance guidelines.
• Coordinate with external partners such as delivery services to address and resolve shipment concerns.
• Handle customer complaints effectively, providing solutions aligned with company policies and customer expectations.
• Respond promptly to customer communications across email, telephone, and live chat within designated response times.
• Represent the company brand with professionalism, integrity, and dedication during all customer interactions.
• Collaborate with team members to meet departmental objectives and maintain workflow efficiency.
• Keep precise records in customer databases and CRM software.
• Support sales initiatives through promoting Healthxchange products and services.
• Stay informed on company offerings and procedural updates.
• Assist with various projects and tasks as needed.

Candidate Requirements

• Demonstrated understanding of delivering outstanding customer experiences.
• Prior experience in customer support or contact center settings.
• Strong organizational abilities with the aptitude to meet deadlines and perform well under pressure.
• Exceptional attention to detail ensuring accuracy and quality.
• Excellent written communication skills, particularly in email correspondence.
• Ability to adapt and maintain effectiveness in a fast-paced, flexible environment.
• Self-driven and able to operate with minimal supervision.
• Effective time management and prioritization skills.
• Confident verbal communication and telephone etiquette.
• Proficiency with Microsoft Office applications and experience with CRM systems, preferably Salesforce.

Benefits

• Company pension scheme.
• Annual performance-linked bonus.
• 23 days of holiday plus bank holidays, with increment based on tenure.
• Employee discounts.
• Social events for staff.
• Access to the Health Assured Employee Assistance Program (EAP).

Diversity and Inclusion

Healthxchange is dedicated to fostering a diverse and inclusive workplace. The company proudly offers equal employment opportunities to all qualified candidates regardless of race, color, religion, gender, sexual orientation, identity, nationality, age, disability, marital status, or any other protected category. Hiring decisions are made based solely on qualifications, merit, and business requirements.