The Customer Support Specialist’s core role is to be the frontline support for our wholesale pharmacy partners and ensure that every interaction results in an excellent experience for both our current and potential customers. The Customer Support Specialist handles both inbound and outbound communications via phone and email and provides daily team support to ensure the smooth flow of inquiries and complaints within the Commercial and Recent Business team.
Client Relations
- Engage with customers proactively and responsively, addressing enquiries effectively and promptly.
- Approach each customer interaction with a positive and friendly demeanour, reflecting our commitment to excellent customer service.
- Act as a central point of contact for wholesale clients, clarifying information, assisting with requests, and escalating when necessary.
Complaint Resolution/Customer Retention:
- Display empathy and a solution-centric attitude in resolving complaints with a focus on customer retention.
- Analyse and resolve customer issues quickly & efficiently, demonstrating a solutions-oriented mindset, seeking to minimise any customer dissatisfaction.
- Keep customer satisfaction at the core of every decision and behaviour, ensuring a positive customer experience.
Administration & Coordination:
- Review and approve orders,
coordinate with suppliers to support timely dispatch of patient medication, maintaining meticulous attention to detail.
- Document customer interactions, feedback, and resolutions to contribute to a comprehensive database of customer feedback.
- Effectively manage multiple customer inquiries simultaneously, demonstrating high attention to detail and organisational skills.
- Record interactions in Zendesk, our CRM, and spreadsheets as required for some processes.
Communication & Collaboration:
- Collaborate with internal departments to escalate and resolve complex customer issues requiring specialised expertise.
- Provide insights gained from customer interactions to contribute to the continuous improvement of customer support processes and product/service enhancement.
- Coordinate between internal clinical and operations teams, external pharmacies, clinics, suppliers, and other stakeholders to ensure smooth service delivery.
Continuous Improvement:
- Maintain comprehensive knowledge of our products and services to provide accurate information, guidance, and troubleshooting to customers.
- Participate in training programs and stay informed about industry best practices to enhance skills and knowledge in customer support.