Customer Service Assistant

The role is for a Customer Service Assistant to help deal with patient queries at a busy online pharmacy. The selected candidate will join an existing team of customer service personnel and aid with processing queries, refunds and returns and customer reviews.

Day to Day Role Responsibilities

• Answer patient telephone queries
• Process email, social media, and live chat queries
• Make accurate contemporaneous notes
• Process customer refunds and returns and any shipping issues
• Escalate clinical queries to our clinical team
• Aid with improving marketing with our marketing from issues picked up from customers

Apprenticeships

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Course Contents

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations, and achieves positive engagement and delivery.
• Depending on your job role and work environment:
  • Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
  • Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity, and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers' needs and manage expectations.
• Maintain informative communication during service recovery.