Customer Service Representative
Salary Range: £18,600 - £24,000
Location: Bedfont® HQ - Harrietsham

The Story:
Established in 1976, Bedfont is an award-winning medical technology company based in Harrietsham, Kent. Its breath analysis medical devices are exported globally thanks to its network of carefully selected distributors.

The Challenge:
Healthcare is evolving and the market for breath analysis monitors is expanding. Bedfont are looking for hard-working, like-minded, and passionate individuals to join the Bedfont Family to help achieve its goal of innovating healthcare worldwide.

The Benefits:
• 25 days paid holiday
• Social events
• Private healthcare
• Well-being warriors
• Free eye tests
• Bike-to-work scheme
• Pension scheme
• Employee awards

Your Mission:
As the customer service representative, you will need to be able to handle multiple tasks. This will include taking incoming telephone calls, emails or support tickets regarding customer issues/feedback. You will need to be able to speak emphatically with customers to create a rapport and work with internal customer service support staff to ascertain the full detail of a customer complaint as per the company procedures before directing this to an appropriate level of the customer service team to handle. You will be expected to provide some low-level remedial action advice in order to help the customer remotely. You will need to raise quotations, chase purchase orders and process orders for work to be carried out and returned to clients. In addition, employees may be required to undertake other duties as may reasonably be required of them. In these circumstances training will be given where it is considered.

Role and Responsibilities
You may be asked to interface with customers at various levels, from head office to the front end of the business, and in most cases will be:
• Answers initial contact (ticket, phone, email)
• Provides first line support
• Raise quotes and process orders/PO’s
• Process order returns
• Updates tickets that haven’t been updated in 48 hours
• Liaise with more senior customer service team members to provide updates and/or provide possible remedial actions to the customer
• Escalates to Level 2 if cannot remedy issues remotely
• Provide customer support over the phone
• Promoting the business
• Obtain a high level of knowledge around the systems, processes and products within the department

Qualifications:
Although this area of work is open to all graduates and/or relevant experience, the following GCSE, HND or A-Level subjects are preferable and experience of working in a medical devices environment:
• Business administration
• Marketing
• Customer Service

Valuable Expertise:
You'll need to show:
• Being systematic and accurate
• Self-motivation
• Oral and written communication
• Good listening skills
• Planning and organising
• Being detail oriented and observant
• Logical thinking
• Understanding numeric data
• Information technology
• Managing work relationships
• Being professional and respectful
• Team oriented

Bedfont® Scientific Ltd. does not and will not discriminate in the recruitment or managing of staff on the basis of race, colour, religion, gender, age, disability, marital status, sexual orientation and more. We are an equal opportunity employer and Bedfont® regards every employee as a member of the Bedfont® family and is committed to providing a fair, safe, diverse and welcoming atmosphere. Our application process has been designed so that everyone is able to demonstrate their skills and how they meet the criteria required for the job advertised. If you are interested in applying for this role, please visit https://www.bedfont.com/careers to apply.