Customer Relationship Specialist

Job Description

Job Summary :

As a Customer Relationship Specialist you will be responsible for the success of our customers. This demanding role requires a unique skillset. Working with a sales professional, you will assist in preparing sale intake documents, setting up accounts, placing orders, and answering customer inquiries in an efficient and professional manner. You will act as an advocate for our customers and

a champion for our brand. Your job ensures our customers have the best experience possible.

Responsibilities / Essential Duties :

• Act as a liaison by managing both incoming and outgoing calls, emails or live chat support.
• Ensure the best experience possible, no matter what channel our customers choose to contact us.
• Work alongside sales professionals to deliver a high-end customer experience.
• Take ownership of account interactions from beginning to end.
• Complete thoughtful, personalized responses to a variety of customer request such as :
• General Inquires
• Account Creation
• Pricing
• Product Orders / Returns
• Billing Inquiries
• Payments
• Upselling and Cross selling - Great starting point from which to grow toward a sales career.
• Contribute to the ongoing success of your team by achieving goals and objectives .
• Inbound Call Requests Include :
• Onboarding
• Revenue Orders
• Sample Orders
• Billing Inquiry
• Shipping / Tracking
• Account Password Reset
• Invoices
• Account Set-up
• Performance Metrics (KPIs) :
• Average Handle Time (AHT)
• Customer Satisfaction
• Quality Monitoring of Calls

Basic Qualifications :

Preferred Qualifications :

Equal Opportunity Employer : We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.

Fraud Alert : Candidate safety is a top priority at Planet Pharma. The industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double check the email address of the Recruiter to ensure it's from an official Planet Pharma domain (@planet-pharma.com, @planet-pharma.co.uk, and @ppgadvisorypartners.com) and not a domain with an alternative extension like .net, .org or .jobs.