Customer Service Executive

Stericycle; Sale; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading compliance-based solutions provider in Sale is seeking a Customer Service Representative to provide support and manage all incoming customer queries. You'll ensure customer needs are met while building strong relationships and resolving issues efficiently. Ideal candidates will demonstrate excellent communication skills, a results-oriented approach, and the ability to work in a fast-paced environment. The role offers a variety of benefits, including a contributory pension scheme and access to employee support resources.

Benefits

Contributory Pension Scheme

Life Insurance

Cycle to Work Scheme

Employee support fund

Online library for self-development

Annual performance-related pay review

Referral Scheme

Flu voucher

Eye Test voucher

Qualifications

• Ability to work in a fast-paced service environment.
• Demonstrate a logical thought process in line with customer demands.
• Strong commercial awareness and results-oriented mindset.

Responsibilities

• Provide an excellent level of customer service.
• Build strong working relationships with customers and departments.
• Accurately record notes for customer interactions in CRM.
• Resolve complex customer enquiries including pricing queries.
• Manage customer complaints and objections through to resolution.

Skills

Excellent verbal communication skills

Problem solving

Customer service experience

Attention to detail

Teamwork

Microsoft Office proficiency

Education

High School or equivalent

Job description

About Us:

Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one’s identity.

Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.

Position Purpose:

This position provides customer service support and administrative assistance required to effectively manage all incoming customer queries and requests. You will be the first point of contact for customer queries via both telephone and email, working closely with our support teams and branch network to efficiently track, monitor and resolve all customer inbound queries in a timely manner.

Daily interactions with internal and external customers and staff at all levels will help to deliver a valued customer care experience to support a client retention and satisfaction levels.

Key Job Activities:

Provide an excellent level of service which ensures customer needs and expectations are met, whilst working towards first contact resolution.

Establish and build rapport with customers, providing accurate and timely information to instill customer confidence in our ability to deliver an exceptional level of service.

Build and maintain strong working relationships with both internal and external customers, establishing and building strong relationships with other departments.

Ability to understand, analyse and interpret data and customer reporting.

Pro-actively keep customers updated on all aspects of their enquiry in a timely manner.

Accurately record clear and concise notes for each customer interaction within the CRM system.

Resolve complex customer enquiries including pricing queries, invoice disputes and manage customer dissatisfaction.

Identify whether a customer is due a credit as part of a billing query and be able to calculate full and partial credits.

Confidence in handling customer complaints, managing objections and taking ownership through to full resolution.

Identify and elevate any process issues, offering positive suggestions/ideas for suitable resolutions.

Pro-actively elevate to management any unresolved customer query that may breach our agreed SLAs.

Education:

Required: High School or equivalent.

Experience (EMEAA):

Be able to demonstrate an ability to work within a fast paced environment within the service industry.

Able to work on own initiative or as part of a wider team.

Demonstrate a logical thought process in line with customer demands and expectations.

Excellent verbal and written communication skills.

Demonstrate commercial awareness.

Competent in all Microsoft packages.

Strong problem solving skills with attention to detail.

Results oriented.

Certifications and/or Licenses

Benefits:

Stericycle offers you:

• Contributory Pension Scheme
• Life Insurance
• Cycle to Work Scheme
• Access to SteriCares, our employee support fund
• Stericycle University – Our online library of self-development & learning
• Annual performance related pay review.
• Referral Scheme (Earn by introducing people in your network to the Stericycle family)
• Flu voucher
• Eye Test voucher
• And more…

Disclaimer:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.