Customer Service Advisor (Call Centre)

Recruiter
Bard Limited
Location
Lancing
Posted
13 Nov 2017
Closes
16 Nov 2017
Sector
Healthcare
Contract Type
Permanent
Hours
Full Time
C. R. Bard, Inc. (NYSE: BCR) is a leading multinational developer, manufacturer and marketer of innovative, life-enhancing medical technologies in the fields of vascular, urology, oncology and surgical specialty products, employing close to 14,000 people around the world. Founded more than 100 years ago, we pioneered many devices that are now the cornerstones of modern healthcare.

We expect the highest levels of quality, integrity, service, and innovation from our employees - on the job and in the communities in which we work and live. In return, we foster an environment where individuals are treated with fairness and respect, and feel valued, acknowledged and rewarded.

MISSION

To advance lives and the delivery of Healthcare by profitably developing, manufacturing and marketing value-driven products which meet the quality, integrity, service, and innovation expectations of our customers and patients while providing opportunities for our employees. As a result, we will optimize shareholder value and be a respected worldwide healthcare company.

PEOPLE DEAL

Advancing Lives and the Delivery of Health Care.

As an ambitious, entrepreneurial and growing business, Bard EMEA is the natural home for driven, ethical and accountable people that want to get noticed, make things happen and enjoy the rewards they truly deserve. Our people are independent and critical thinkers that thrive on the challenge of delivering sustainable growth and live by our values. At Bard EMEA, your commitment and hunger for results will enable you to achieve more, grow more and be more.

OUR PROMISES TO YOU

At Bard we want you to be entrepreneurial, enterprising & accountable - you're trusted to run your own area and create your own solutions. We have a direct link between results and reward - great achievements merit great rewards. Expect a fast pace, change and growth - you'll be busy, challenged and never bored! You can make a real impact and get noticed, we have a flat structure and accessible senior management. We ask that you think inclusively with a mindset that enjoys working across functions and divisions, sharing diverse cultures, perspectives and capabilities to find superior solutions for our business, our shareholders, our customers and the patients we serve.

SUMMARY OF POSITION WITH GENERAL RESPONSIBILITIES

- To gain customers and patients' confidence, loyalty and business through the efficient and effective processing of customer orders & queries and patient prescriptions
- Up sell and cross sell products and customer account management
- Achieve and maintain the highest level of procedural efficiency, customer satisfaction and wellbeing

This role reports to the Customer Services Manager.

ROLE

- Prescription scanning, order processing; ensuring that all orders are processed accurately and filed in accordance with Customer Care procedures and standards, and within the specific time governed by our own internal service standards
- Diary Calls
- Stoma Customisation
- Build and maintain customer relationships, account management
- Create new accounts for Healthcare professionals
- Query resolution, responding to customer queries in an efficient and timely manner
- Call handling
- RGA processing (returned goods)
- Responding to customer calls relating to orders, queries, general enquiries
- Correct usage of Customer Care database
- Maintain departmental work processes, procedures and Service Excellence
- Liaison with Warehouse and other departments

QUALIFICATIONS REQUIRED

EDUCATION & EXPERIENCE

- Experience of customer facing role & negotiation
- Understanding of Bard's business, products and services