Customer Service Representative - Stirling (FTC)

Amcare by Convatec, a subsidiary of Convatec, is a dedicated provider of customer support services to the stoma, continence and wound care community who have built a 30-year reputation based on the delivery of the highest quality homecare services. Amcare by Convatec care centres are located in Cheltenham, Basingstoke, Dartford, Lincoln, Nottingham, Runcorn, South Shields and Stirling. Our national distribution centre is in Sunderland.

The Customer Service Representative is a crucial role providing outstanding Customer Care whilst supporting all Amcare by Convatec Customers. Key Responsibilities include:

• 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.
• Maximize all referral opportunities and ensure leads are passed to the relevant referral specialist.
• Drive long term business relationships and strengthen retention via customer registration to me+™ programme.
• 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.
• 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.

Skills & Experience:

• At least 1-2 years of significant practical experience in customer services role.
• 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.

Working Conditions: Normal working hours are Monday – Friday from 9am to 5pm, with occasional rotation of Saturdays 9am – 1pm. Our lines are open from 8am to 8pm, hence there might be occasionally the need to cover outside of normal working hours.

Ready to join us? At Convatec, we’re pioneering trusted medical solutions to improve the lives we touch. If you’re ready to make a real impact, apply today and help us bring our Forever Caring promise to life.