Title: Customer Service Advisor
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:
Working within our Customer Service Team the successful candidate will have a proven track record in providing a high level of customer service. You will be the first point of contact for customer queries via both telephone and email, working closely with our support teams and Operations network to efficiently track, monitor and resolve all customer inbound queries in a timely manner.
Key Job Activities:
Provide a ‘right first time’ level of service which ensures customer needs and expectations are met.
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.
Identify opportunities to maximise growth and revenue through cross selling opportunities referring, where appropriate, to our sales teams.
Take full ownership and accountability for customer queries.
Ability to understand, analyse and interpret data.
Keeping customers updated on all aspects of their enquiry.
Identify and escalate any process issues and offering suggestions/ideas for suitable resolutions.
Pro-actively escalate to management any unresolved customer queries that may breach our agreed SLAs.
Build and maintain strong working relationships with both internal and external customers.
Ensure that all customer data and information is handled with the highest degree of professionalism, safety and confidentiality.
Ensure that clear and concise notes are added onto our systems after each customer interaction, with relevant documentation attached were necessary.
Education:
Experience (EMEAA):
Previous experience in an inbound customer service role.
Ability to work within a fast-paced environment.
Display excellent problem solving and analytical skills.
Ability to multitask.
Strong communication skills and ability to present information formally.
Positively embrace change within the service department.
Working knowledge of Microsoft Office.
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.