Brief Job Summary
This role is to cover maternity leave from June 2018, however we will appoint a suitable candidate before that date to cover work in the Patient Support team until the maternity cover commences.
You will be working for SecuriCare (Medical) Limited who is a Home Delivery Service for stoma products. You will be responsible for maintaining and growing the business through inbound calls. As the first point of contact for our patients you will provide a friendly, positive and helpful service, taking ownership and accountability for resolving patient queries and issues. This will involve collaborating with other departments and team members in a positive manner to see queries through to their resolution. You will have experience of managing high call volumes and be able to think on your feet. You will be responsible for maintaining communication with the patient until their query is resolved. You will also be able to use your skills to identify any business opportunities that may arise which will include introducing patients to new products.
You will be responsible for regularly cleansing your database and you will also be expected to carry out general administration duties associated with your role on a daily basis.
You will behave in a professional manner at all times and you will build professional relationships with customers that will enhance the Company’s quality image.
Proven telephone based Customer Service background
Experience of up-selling and cross selling/conversion of product use
Proven excellent Database Management Skills
Empathy towards patients with complex medical conditions
Analytical and enquiring mind
Proven experience of managing high call volumes
Possess influential and persuasive skill set
Excellent telephone manner
Excellent communication, oral and written, skills
Experience of marketing campaigns and working to targets
Able to work under pressure
Possess a ‘can do’ attitude