We are looking for a motivated and empathetic individual to join our Customer Experience team. We need you to be the voice of MANUAL for our customers and patients, helping to solve their problems and answering their questions, as well as being an advocate for our customers and patients across the business. This is a great opportunity for someone looking to join a high growth company and get exposure to different aspects of the business, as in Customer Experience, you will be expected to be a fountain of knowledge of all things MANUAL and work closely with other teams on operational and customer facing processes.
Responsibilities
- You will be responsible for responding to customers and across all contact channels and to a level to maintain strong customer satisfaction and within our SLA's
- Maintaining thorough and accurate customer service records, keeping confidential records and financial information private and secure
- Helping customers register online and process their orders, offering alternative products and add on services, where appropriate
- Assisting the financial department with customers on security checks, accounting enquiries or flagged accounting issues raised by the customer
- Communicating with customers about their orders, including any delays or changes in delivery
- Working with the Pharmacy team to update missing information, perform ID checks and report faults
- When called upon, contacting customers as part of an outbound phone campaign
- Report feedback from customers regularly and accurately with associated data.
