Customer Services Advisor - Cardiff

Contract:
Permanent
Category:
Full Time
Job Sector:
Administration / Office Work, Call Centre, Nursing / Social Care, Medical
Region:
South Wales
Location:
Cardiff
Salary description:
£19, 000 pa
Posted:
29/11/2018
Start Date:
ASAP
Recruiter:
Orange Recruitment
Job Ref:
OR/RH/1118CSA

Customer Service Advisor
Cardiff

ABOUT THE ROLE
This role is to provide the best possible customer service to our customers, contributing towards the success of the business by going above and beyond to meet our customers' expectations and fulfilling their needs in a safe and timely manner.

KEY ACTIVITIES
Reporting to the Team Leader this Customer Service Advisor role is to ensure all customer orders are processed accurately and monitored through to delivery, within the relevant timeframe whilst adhering to the required regulations. The majority of our customers are individual patient customers who we supply products to on a prescription basis through our Home Delivery Service, similar to that of a pharmacy.
The Customer Service Advisor will handle all customer queries effectively and in a professional manner. This role requires forward thinking, so you will have the freedom to make decisions to meet the needs of our customers which is pivotal to maintaining high levels in customer satisfaction and retention of our customers, contributing towards the success of Respond Healthcare, growing the Respond business.

Duties:
Prescription Processing:

* Ensure prescriptions are requested for all customer orders required on prescription.
* Process prescriptions in a timely manner, ensuring the prescriptions are fully examined for accuracy and endorsed appropriately.
* Build meaningful working relationships with and to liaise with GP surgeries and other relevant parties regarding prescriptions, including prescription requests, incorrect prescriptions, urgent orders and prescriptions that are not received.
* Minimise the amount of orders that are written off, within set KPIs, due to non-receipt of prescriptions.
* Prepare prescriptions for payment, completing required administration accurately and submitting to the PPA in a timely manner.
* Minimise the amount of prescriptions returned and not paid by the PPA.
* Keep a fully traceable record of prescriptions received.
* Identify trends in prescription-rework and suggest improvements to processes, where appropriate, to the Team Leader.

Inbound Customer Contact:

* To answer customer telephone calls promptly and professionally and to accurately process all orders including customer orders via prescription, cash sales, product sample orders and Territory Manager orders.
* To maintain excellent product knowledge and to answer all enquiries regarding products.
* To resolve any customer queries regarding delivery.

Customer Loyalty:

* Maximise the number of existing customers who continue to use our service by identifying customers who do not use our service regularly, making proactive contact to secure future orders.
* Maximise the number of new customers who use our service repeatedly, making proactive contact to secure future orders.

Proactive Order Delivery Monitoring:

* Regularly review the status of courier deliveries and proactively communicate with customers to advise delivery times and resolve any delivery issues to the customer's satisfaction.
* Ensuring new patients are contacted a week after delivery to confirm ongoing ordering pattern.
* Maximise the number of existing customers who continue to use our service by identifying customers who do not use our service regularly.
* New patient leads are generated and followed through to achieve targets

Product & Account Administration:

* Responsible for accurately inputting da

Company Description

Orange Recruitment is team of recruitment specialists, with over 10 years of experience. Orange Recruitment was established to provide our clients with an abundance of highly qualified candidates, with minimal costs & minimal hassle.

Closing Date:
27/12/2018

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