Customer Service Representative

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Skills

Organisational skills

Microsoft Excel

Communication skills

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Job details
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Job type

Full-time
Shift and schedule

Monday to Friday
 
Location
Dartford DA1 2QW
 
Full job description
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 around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’ s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com.

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. Delivering prompt responses to customer queries. Ensuring efficient processing of Customer orders. Maximise all new business opportunities through referral leads. Grow business value by retaining existing customers.

Key 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

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.

Drives performance through self-motivation and prioritizes workload to ensure that the service standards of the business are maintained hand in hand with achievement of personal targets.

Displays sensitivity to the customer’s needs including the need for confidentiality and discretion in written and spoken communication

Follows and understands the need for established procedures within the department but also questions, and continuously looks for ways they can be improved

Develops relationships with customers through empathy and diplomacy

Skills & 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 organizational skills and an ability to prioritize 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

Qualifications/Education:

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

Working Conditions

Normal working hours are Monday – Friday from 9am to 5pm, with rotation of Saturdays 9am – 1pm (~once every 8 weeks).

Our lines are open from 8am to 8pm, hence there might be occasionally the need to cover outside of normal working hours.


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.


#LI-CM1

#LI-Onsite

#ForeverCaring

#ForeverConvatec

#WeAreConvatec


Beware of scams online or from individuals claiming to represent Convatec

A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at careers@Convatec.com.

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 ****** orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

Notice to Agency and Search Firm Representatives

Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

Already a Convatec employee?

If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!

United Kingdom
England
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