TekWissen UK
Customer Service Executive
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Job Title: Customer Service Executive
Location: Sandwich, UK
Duration: 12 Months
Work Type: Hybrid
Overview:
TekWissen is a global workforce management provider throughout the UK, Europe and many other countries in the world. The below client is an American multinational pharmaceutical and biotechnology corporation.
Job Description:
About the Role
We are looking for an experienced and customer-focused Customer Service Executive to join the Sales Order Management & Customer Excellence Team (SOMCET) within a leading global pharmaceutical organisation.
This is an excellent opportunity for someone who enjoys helping customers, solving problems and working collaboratively across different teams.
You will act as a key point of contact for healthcare professionals, customers and internal stakeholders, ensuring enquiries are handled quickly, professionally and in line with company processes and compliance requirements.
This is more than a traditional contact centre role.
You will develop strong knowledge of customer processes and become a trusted point of contact, working closely with teams across Supply Chain, Commercial, Sales Order Management and Customer Excellence.
Key Responsibilities
Customer Service & Relationship Management
- Act as the first point of contact for customers, healthcare professionals and internal colleagues.
- Handle customer enquiries through telephone and email in a professional, accurate and empathetic manner.
- Build and maintain strong relationships with customers and key stakeholders.
- Provide a consistently high standard of customer service across every interaction.
- Manage difficult conversations, complaints and customer escalations effectively.
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Problem Solving & Customer Advocacy
- Investigate customer queries and concerns and identify appropriate resolutions.
- Take ownership of customer issues through to resolution wherever possible.
- Work collaboratively with internal teams to resolve complex customer requirements.
- Escalate issues to second-line support or management where appropriate.
- Identify recurring issues, trends and customer insights that can help improve the customer experience.
- Maintain a patient-first and customer-focused approach when supporting business activities.
Order Management & Operational Support
- Support sales order management and customer service activities.
- Accurately process and maintain customer and order information across multiple systems.
- Manage competing priorities while maintaining accuracy and attention to detail.
- Follow established Standard Operating Procedures (SOPs) and internal processes.
- Support continuous improvement and operational excellence initiatives.
- Work closely with the wider SOMCET team to share customer insights and identify opportunities for improvement.
About You
We are looking for someone who is genuinely passionate about delivering an excellent customer experience.
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Essential Experience
- Proven experience in a customer service, customer support or customer experience environment.
- Experience handling customer complaints, difficult conversations and escalations.
- Strong verbal and written communication skills.
- Ability to communicate confidently and build trust with customers and stakeholders.
- Calm and professional approach when working under pressure.
- Strong problem-solving and organisational skills.
- Experience working with multiple systems and managing competing priorities.
- Experience with accurate order entry, administration or order processing.
- Strong attention to detail and a compliance-focused mindset.
- Ability to work effectively as part of a collaborative team.
Qualifications
- GCSE or equivalent in Maths and English.
- Equivalent relevant experience will also be considered.
What We're Looking For
The ideal candidate will be:
- Customer-focused and empathetic.
- Confident handling challenging customer situations.
- Highly organised and detail-oriented.
- Comfortable working in a fast-paced environment.
- A strong communicator with excellent interpersonal skills.
- Proactive in identifying and resolving customer issues.
- Flexible and willing to support changing business requirements.
- Comfortable working within defined processes, procedures and compliance standards.
TekWissen® Group is an equal opportunity employer supporting workforce diversity.
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