Customer Services Executive

We’re looking for a dynamic, people-focused individual to join our Customer Services team and play a key role in delivering outstanding support across phone, email, and live chat. You’ll help create exceptional customer experiences while contributing to the continued success and growth of Healthxchange.

Responsibilities

Act as a customer champion, always delivering an excellent customer experience and support with increasing our customer satisfaction and retention; Take ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer; Ensure orders are processed promptly and accurately, adhering to company Standard Operating Procedures and all compliance requirements; Liaise with external third-party suppliers e.g. delivery companies to investigate and resolve customer delivery issues; Investigate and respond to customer complaints, providing a resolution in line with customer expectations and in line with company policies; Ensure customer emails, phone calls and Live Chats are responded to within agreed department response times; Act as a brand ambassador when interacting with customers, consistently demonstrating high levels of integrity, diligence, and professionalism; Always act as a team player, working with your colleagues to achieve department goals and objectives; Maintain accurate records within our customer database and CRM system; Support with initiatives to upsell or promote HXP's products or services; Maintain an up-to-date knowledge of company products and procedures; Provide support with ad-hoc projects and tasks as required

Requirements

Excellent understanding of what a great customer experience is; Previous experience in a Customer Support or Contact Centre environment; Strong organisational skills and able to work to deadlines and deliver results under pressure; High attention to detail with a focus on quality; Excellent email writing skills; Ability to work under pressure in a fast-paced environment, whilst being flexible and adaptable; Self-motivated, with the ability to work under minimal supervision; Excellent time management capability; Proven communication skills, and confident telephone manner; IT skills such as Microsoft Office and CRM systems

Nice to have

Salesforce

Benefits

Company pension; Discretionary annual performance bonus; 23 days holiday plus bank holidays (and increasing with service); Staff discount; Staff social events; Access to Health Assured EAP