Customer Experience Specialist in UK

Job Summary:

Responsible for providing an exceptional level of Customer Service to both internal and external Customers.

Role comprises of both direct communication with Customers via telephone and email, as well as interacting with our SAP, Salesforce.

com, booking app and MyMediset system to process bookings, invoicing, replenishments, order queries/deliveries etc.

Principal Duties and Responsibilities:

• Communicate successfully with Customers (both internal and external) via the appropriate media, being telephone and email.
• Learn and understand the importance of Zimmer Biomet products and services and apply empathy to situations / discussions with the Customers so that we recognize the potential impact of their actions to people’s health and wellbeing.
• Create, release and amend loan bookings from internal and external customers using our ‘MyMediset’ software and the booking app.
• Provide usage reports/KPI reports as required.
• Be pro-active with following up on back orders.
• Instigate system queries to be able to invoice and credit customers as required.
• Working to KPIs and ensuring high level of customer experience by answering incoming customer calls within expected timeframe.
• Monitor the respective queues within Salesforce ensuring timely completion of requests.
• Provide product price and delivery information.
• Arranging collections.
• Maintain orders on customer-based portals.
• Support patient matched cement orders and customer made orders.
• Produce customer feedback reports as the role requires.
• Be able to engage with and interact in a diverse team based in an Open Plan office environment.
• Other ad hoc duties as required by the Customer Experience Supervisor/Manager.

Expected areas of Competence:

• Good working knowledge of the Microsoft Office suite, including Excel, Word and Outlook.
• Highly productive, able to prioritise own workload and meet deadlines.
• Excellent attention to detail.
• Strong communication skills, both verbal and written.
• Strong desire for personal development and change champion
• Planning and organisation skills.
• Problem solving and analytical skills.
• Self-motivation and drive

Education/Experience requirements:

• Relevant qualification in Customer Services or previously experience of working in a Customer Services team.
• Experience of Microsoft Office
• SAP experience an advantage.

Additional Information:

To be flexible in their working hours to be able to cover shifts if the situation arises between the hours of 8am and 5.

30pm.