Customer Service Advisor

Who we are?  

Healthcare 21 is a sales, marketing, and technical services company. Our purpose is to deliver products and solutions to assist healthcare providers achieve optimum clinical outcomes.

We are high growth company that aims to be the partner of choice for our global healthcare suppliers; deliver on our promises to our customers across hospitals and the wider community; and promote ownership within our employees to be the best at everything they do​. We are a values-based company who recognise and reward employees that embrace our values of passion, innovation, transparency, and simplicity. At Healthcare 21, we are respectful of others and do not accept discrimination in any form. We believe it is our differences that are essential in forming our effective and creative teams and it has made us the sustainable business that we are today.

The long-term success of our sustainable business is based on our teamwork, integrity, and the ability of our people to take ownership of their role. It is our responsibility to provide you with an exciting, innovative environment that is respectful, fulfilling and rewarding. Want to know more about what to expect from a working life in Healthcare21, then click here.

Job Title:

Customer Service Advisor

Department:

Customer Service 

Reporting To:

Customer Service Team Lead

Territory / Location:

Dublin

Summary of role

The Customer Service Advisor works as part of our Customer Service team and is required to provide customer service support to the organisation by dealing with queries from customers and sales, process sales orders in a timely manner and follow escalation procedures to resolve customer queries in relation to products and services.

Key responsibilities and activities

• Order Processing.

• Call and query handling including problem solving.

• Obtain and evaluate all relevant information to handle enquiries and complaints.

• Respond promptly to customer enquiries and follow up on customer interactions.

• Manage administration; keep records of customer interactions and transactions.

• Record details of enquiries, comments and complaints including actions taken.

• Liaising with internal departments to resolve daily issues.

• Meeting targets as set by supervisor / manager.

• Administration of quotations.

• Process and resolve customer pricing and product queries.

• Communicate and coordinate with internal departments including assisting the Credit Control Department with any pricing discrepancies (as required).

• Communicate and coordinate with external suppliers on order requirements including delivery time frames shipping costs.

Key competencies

• Highly developed sense of integrity and commitment to customer satisfaction.

• Demonstrated passion for excellence with respect to treating and caring for customers.

• Customer focused with excellent attention to detail.

• Self-motivated individual with drive, enthusiasm, and commitment.

• Ability to prioritise workload and work in a pressurised environment.

• Strong organisational skills.

• Confident and enthusiastic communicator with excellent customer interaction skills (via telephone and email).

• Problem analysis and problem-solving.

• Adaptable and ability to work on own initiative.

• Ability to work effectively with other departments and utilise a team approach to accomplish goals.

• Excellent attention to detail and accuracy.

• Flexible approach to all areas of the role.

Key personal

requirements

• 3+ years’ experience in a fast-paced customer service environment.

• Knowledge of customer service principles and practices.

• High level of computer literacy including a good working knowledge of Microsoft Excel, Word, Outlook and PowerPoint.

• Experience with the Healthcare sector would be advantageous.

• Knowledge of SAP would also be beneficial.

What are some of the benefits of working at healthcare 21?

• Competitive salary and commission structure

• Employee Assistance Program

• Pension, Life assurance, income protection

• Educational Assistance

• HC21 training academy

• Enhanced annual and life leave 

• Employee engagement initiatives and a dedicated internal employee communication platform WorkVivo

• Supportive colleagues to learn from and enjoy company social outings, parties, and events

We are proud to be an equal opportunity employer. At Healthcare 21 we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

We also know theconfidence gap can often get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you!