Senior Customer Service

• Ensure the highest level of service is maintained and that the customer is happy.
• Ensure that no call is answered without raising query number.
• Handle escalated calls and communicate effectively with customers to reduce dissatisfaction.
• Motivate, guide and lead the customer services team.
• Attend to and resolve queries received on phone, emails and fax from customers, sales and credit control departments
• Attend to complaints in accordance with the company's guidelines and policy
• Ensure that all queries are attended to and resolved in a timely and efficient manner.
• Coordinate with various departments to resolve queries within a stipulated time frame
• Chase deliveries with the transport/courier companies and revert to the customer with ETAs.
• Trace missing parcels/goods and revert to the customer
• Handle queries from Wholesale accounts allocated and ensure all queries are dealt with promptly and correctly
• Inform customers of any expected delivery delays
• Handle irate customers and manage their expectation
• Coordinate with Courier services to chase deliveries, collection and pending queries.
• Chase customers for in regard to discrepancy in Returns

B&S Group (Gowrie Healthcare Private Ltd.) is a leading pharmaceutical supplier in the UK with a global presence. With over 20 years of experience, B&S Group is an expert in nationwide distribution and at the forefront of pharmaceutical development. B&S Colorama is one of the UK's largest short-line healthcare distributors, serving over 5000 active customers daily.
B&S Healthcare holds over 1000 Parallel Import licenses from 22 countries, aiming to be the largest PI distributor in the UK in the upcoming years. Thame Laboratories is a diverse, integrated specialty pharmaceutical company focused on developing and supplying pharmaceutical, consumer health products, and unlicensed medicines that provide benefits to patients, prescribers, and the NHS.