Customer Services Representative

Customer Service Representative Private Laboratory and Diagnostic services Central London – Euston Main Purpse of Role Walk in our customer shoes Our client is is looking for people with excellent customer service skills to be the champion and representative within their Private diagnostic laboratory service.You will be the first port of call for customers providing administrative support for customer enquiries, liaise with operational teams(clinical and Non clinical ) regarding customer enquiries.Gather customer customer enquiries, gather and record customer info maintain the CRM and investigate any customer compliants and coordinate process to successful outcomes.Co-ordinate the supply of packaging materials and consumables across all customers Gather the relevant information and co-ordinate internal processes to enable Customer Initiation
Administer contract review/RPI price increase notifications
Work with the sales and marketing teams to generate leads that develop in to new business.Customer enquiries
Answer general queries on specimen referral processes from customers
Answer general queries on pricing from customers
In consultation with other internal staff members, provide accurate and timely responses to customer enquiries regarding the status of submitted cases
Build good working relationships with customer personnel
Identify and assess customer needs to achieve customer satisfaction. Go the extra mile to engage with customers
CRM Administration
By maintaining good communication processes with our customers and internal staff, ensure accurate and up-to-date customer information is maintained within the customer database (CRM)
Ensure accurate information is recorded within the CRM for any potential new customers that you have interaction with
Where appropriate, pass leads to the sales and marketing teams by ensuring that they have sufficient information to follow-upComplaint administration
Initiate and administer the recording and updating of customer complaint records within the Complaint Management System
Ensure Corrective Actions are brought to the attention of the relevant internal personnel and actioned
Initiate and undertake where possible the root cause investigation and record the findings within the Complaint Management System. Participate if appropriate in identifying preventative actions and closing the complaint Ensure the customer is kept informed at all appropriate stages. Manage the customer relationship/expectations
Monitor follow-up actions from the complaint and ensure that these are actioned.
Customer Initiation, Pricing and Contract Administration
Administer the customer initiation process, ensuring that the relevant information has been collated and passed to the relevant teams
Administer the contract and pricing review process, working with the commercial team to ensure contracts and pricing is reviewed at appropriate times and providing updates to customers as and when needed If you are interested in this posistion and have excellent communication skills, organistaional and customer service skilss this could be the role for you! Get in touch with ##### ASAP
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