We are looking for a motivated, 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 person would also be very curious about systems and automation, exploring ways to use AI to increase efficiency and create impactful workflows. This is a great opportunity for someone looking to join a high growth company and get exposure to different aspects of the business. 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.
What you'll do:
Responsible for responding to customers and across all contact channels and to a level to maintain strong customer satisfaction and within our SLA's
Maintain thorough and accurate customer service records, keeping confidential records and financial information private and secure
Help 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
Communicate with customers about their orders, including any delays or changes in delivery
Work 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.
Build and reviewing workflows that improve automation, speed and quality
Use AI to enhance the patient experience for both internal teams as well as our customers.
