Position Summary

The CSR is a key member of the team, responsible for generating optimal outcomes for patients, clinicians and professional customers through solution orientated communication.
As the first point of contact for many of our customers, the CSR demonstrates strong communication and problem solving skills, ensuring each customer forms the correct impression of our organisation.

Driving proactive interaction with the Sales and Operations teams, the CSR ensures successful processing and delivery of customer orders, meeting and exceeding customer expectations.

Responsibilities

• Answer customer calls from our Irish and UK customer base promptly, professionally, efficiently and accurately – drive positive customer interactions & outcomes
• Accurately input customer orders/ or service related data to the business management systems
• Manage a centralized inbox for all incoming customer purchase orders, alongside all other communication from both our internal and external customer base
• Organise customer returns for our customers
• Regular interaction with our Global Service Centre (GSC) to ensure optimum resolution to customer queries
• Ensure maintenance and filing of records and administration pertaining to customer related documentation
• Assist the Finance Department with credit control queries including Purchase Order Number management
• Prepare and issue quotations to customers as required
• Generate customer invoices as required
• Collate documentation for consolidated invoices and month end reports
• Complete regular reviews of invoice accuracy by cross checking against current contract agreements
• Record and complete paperwork, such as customer complaints
• Produce Ad Hoc Reports where required for both internal and external use
• Provide potential leads from customer contact to the sales team for follow-up
• Provide support to the sales teams as required
• Marketing administration tasks relating to sales team requirements
• Attend customer contract review meetings alongside the customer care manager
• Key account management for specific customers
• Regular interaction between the sales team and operations team, both in the UK and Ireland
• Prioritize incoming work to the Customer Service department, escalate urgent issues to the Customer Service Manager in a timely fashion
• Provide administrative support to the management team and other departments where required

Experience & Qualifications

• At least 2 – 3 years relevant Customer Service experience, previous experience in a busy customer care department would be a distinct advantage.
• Previous experience with handling large volume of calls is essential
• Experience with customer related software packages essential
• Minimum Leaving Certificate education
• Completion of further customer service related qualifications/courses viewed favorably

Personal Characteristics & Competencies

• Excellent communication skills
• Excellent administration skills
• Excellent working knowledge of MS Office (Word, Excel, Power Point)
• Ability to deal effectively in all business relationships while projecting a positive image of the company
• Ability to maintain confidentiality
• Ability to show empathy while dealing with our customers/end user
• Ability to prioritise and manage multiple tasks simultaneously while meeting multiple deadlines
• Strong organisational skills
• Ability to work under pressure, and within deadlines that may require extended working hours
• Capable of working independently yet as part of a team
• Approachable personality with professional customer/service focus
• Strong interpersonal skills
• Strong problem solving ability
• Displays a strong desire to be accountable and responsible within the role, both individually and as part of the team