Client Service Representative in Runcorn

About Convatec: Pioneering trusted medical solutions to improve the lives we touch. Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With more than 10,000 colleagues, we provide our products and services in around 90 countries, united by a promise to be forever caring.

Job Summary: Provide outstanding Customer Service whilst dealing with all Amcare™ Group Customers. Deliver prompt responses to queries and complaints. Ensure efficient processing of Customer orders. Maximise all new business opportunities through referral leads. Grow business value by retaining existing customers.

Duties and 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.
• Ensure the complaints process is adhered to and relevant paperwork is completed in line with current processes.
• Complete mandatory training, online IG training and “Cornerstone” training within the deadlines set.
• Keep updated with all new ConvaTec products and Amcare™ Group services available to our customers.
• Maximize all referral opportunities and ensure leads are passed to the relevant referral specialist, in line with personal targets.
• Drive long term business relationships and strengthen retention via customer registration to me+™ programme, in line with personal targets.
• Drive performance through self-motivation and prioritise workload to ensure that the service standards of the business are maintained hand in hand with achievement of personal targets for me+™ registrations and CIC lead generation.
• Demonstrate proficiency in the use of databases and focus on gathering essential information as quickly as possible bearing in mind the needs of our customers.
• Be a team player who understands the team's needs and shares ideas/suggestions to make the department run as efficiently as possible.
• Display sensitivity to the customer’s needs including the need for confidentiality and discretion in written and spoken communication.
• Follow and understand the need for established procedures within the department but also question, and continuously look for ways they can be improved.
• Develop relationships with customers through empathy and diplomacy.
• Identify sales leads when speaking to professionals and pass that information on to the relevant field sales person.
• Complete general administration tasks (filing, maintaining stocks of product/literature) to ensure all team members can access information when needed.

Skills and Experience:

• 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.

Benefits:

• Target Incentive
• Private Medical
• Pension Scheme

Travel Requirements: Occasional requirement to travel to any Amcare, ConvaTec or other site as required.

Language Skills: Good verbal and written English. Excellent communication skills are essential.

Education and Experience: Experience in the pharmaceutical Industry is desirable. Educated to Degree level. Customer service experience is essential.

Our transformation will change your career. For good. You’ll be pushed to think bigger and aim for excellence. Your ideas will be heard, and you’ll be supported to bring them to life. There’ll be challenges. But, stretch yourself and embrace the opportunities, and you could make your biggest impact yet.

This is stepping outside of your comfort zone. This is work that’ll move you.

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.