Job Title: Customer Experience Advisor      

Department: Customer Experience – Equipment                    

Reports To: Customer Experience Team Leader                            

Location: Cardiff – with hybrid working                  

Contract: 6 month Fixed Term Contract

Overview:

Joining Henry Schein is a unique opportunity to work within an innovative company, we are the largest distributor of healthcare products and services to office-based practitioners in the combined North American and European Markets.

Customers include dental practices and laboratories, physician practices, as well as government and other institutions.

Due to continued investment and growth, a fantastic opportunity has arisen for a Customer Experience Advisor to join the Henry Schein Team.

Job Responsibilities:

We have a team of experienced passionate customer experience advisors who ensure that every customer receives excellent service at every point of interaction with us; you’ll be a customer champion within the company and for the customers we serve.

Responsibilities will include but not be limited to:
 

• Scheduling internal and field appointments.
• Delivering sector leading customer services, working with the wider teams developing a seamless approach.
• Technical awareness: ability to match resources to technical issues appropriately.
• Dealing directly with basic and recurring customer care swiftly, with a focus on resolving issues first time.
• Keeping customers updated on progress of issues and reported faults.
• Capturing and understanding technical descriptions of faults.
• Provide basic technical support on all queries that come into the Customer Experience Team.
• Efficient turnaround on customer request via phone and e-mail
• Closing out engineer worksheets and creating Invoices
• Planning and booking Contract Servicing
• Participate in special projects and perform other duties as required.

Job Skills & Experience Required:

To succeed in this role, you’ll need the following:

• Communication
• Empathy
• Dependability
• Patience
• Team player
• Problem-solving
• Adaptability
• Ability to multitask
• Commercial awareness
• Ability to work independently and collaboratively

Person Specification:

We believe the type of person best suited to this role will have a background in delivering end to end inbound and outbound customer service and a track record of exceeding customer expectations, you will know how to harness the tools available to you in order to manage every step of the customer relationship and ensure everyone is satisfied and happy with their service.

We’re looking for organised and personable people with experience in delivering outstanding customer services to business or consumer customers.

Overall, we’re looking for –

• Experience delivering high-quality customer service across a range of channels i.e. phone inbound/outbound, email etc.
• Outstanding interpersonal skills including verbally and when writing emails.
• Someone who’s resilient, loves a challenge and is adept in problem solving.
• Someone who is comfortable with tech.

You’ll be working a set shift pattern between 8am – 5:30pm Monday to Friday.

Our benefits include:

• A discretionary bonus scheme
• 25 days holiday a year, with ability to buy up to 5 days holiday each year
• Life Insurance
• Cycle to Work scheme
• Subsidised gym membership
• Access to Health & Wellbeing Apps
• Employee discounts
• A hybrid, flexible working culture