Customer Service Specialist

Our people make the difference. Here at PHX Ireland, we strive to be a place for everyone - where each and every one of us can be our true, authentic selves, every single day.

For us, individuality sparks new ideas, shapes new approaches and brings us powerful new perspectives. It’s the heartbeat of our innovation, creativity, and success. Which is why, at PHX Ireland, we don’t just embrace our differences – we celebrate them.

Across United Drug, McCabes Pharmacy, and TCP Homecare, in every location and every role, the way we work makes us who we are – and that’s something we are really proud of. Which is why we’ve summed up our ethos in our six PHX Ireland values; Customer focused, Quality driven, collaborative, ambitious, innovative, and inclusive.

Responsibilities

Our Customer Service Specialist typically responds to customers via phone, e-mail and online chat. Your duties include obtaining and recording the details of customer enquiries, comments and complaints, as well as the actions taken to resolve any issues. You will also help to provide information about company products or services; assist with or cancel website orders; refer unresolved grievances to the proper company departmental specialist; and provide refunds, bill adjustments or exchanges.

Being an effective Customer Service Specialist requires excellent communication skills, reading comprehension, sound writing skills and decision-making abilities. The capacity to think critically and be self-monitoring (making self-corrective improvements in performance, organization and time management) is also essential to this job.

The technical skills needed to work in our customer service primarily involve computer usage. You will use a variety of company software packages to help manage our responses to enquiries and communication received. In addition there are additional duties to provide extra support and assistance to the Store and Online teams, which will help you develop additional experience and skills.

Duties include

• Respond to customer queries in a timely and accurate way, via phone, email, live chat, social media.
• Identify customer needs and help customers resolve issues.
• Follow up with customers to ensure their issues are resolved.
• Maintain a constant dialogue with Store, Online and Warehouse teams to resolve customer product enquiries and order enquiries
• Maintain a constant dialogue with Store and Online teams to resolve any technical customer issues
• Administration duties, maintaining & development of KPI’s.
• Gather customer feedback and share with the Store and Online teams.
• Update and maintain a log with information about:
• Quantity and nature of customer interactions:
• Phone calls
• Emails
• Online Chat
• Refunds and payment disputes.
• Technical issues to website or other.
• Customer reviews.
• Commercial activity.
• Prescription and Healthcare feedback.
• Assist in training junior Customer Support Representatives for holiday cover.

About PHX Ireland & PHOENIX Group 

PHX Ireland Group is Ireland’s leading fully integrated healthcare provider. We deliver health. 

We are comprised of United Drug, Ireland’s leading pharmaceutical wholesaler and distributor; McCabes Pharmacy, Ireland’s leading community pharmacy chain; and TCP Homecare, innovators in clinical home nursing services and direct to patient delivery solutions.

PHX Ireland Group employs over 1,800 people, operates 5 distribution centres and pharmacies nationwide, delivering over 85 million packs to Irish pharmacies and hospitals and serving 500,000 patients each year. By working together to provide these solutions, PHX Ireland can enable a sustainable healthcare system and support Irish Healthcare.

PHX Ireland is part of the PHOENIX group, Europe’s leading healthcare provider. Headquartered in Mannheim, Germany, the PHOENIX group brings together more than 48,000 employees from 29 countries, includes 223 pharmaceutical distribution sites, and more than 3200 owned pharmacies and 17000 partner pharmacies. Every day, the PHOENIX group makes an important contribution to comprehensive and safe healthcare in Europe.

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