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Customer Care & Sales Support Assistant
SCOPE Eyecare & Healthcare. Handle customer enquiries by phone, email and online chat, including product information, availability, use instructions, orders, issues and complaints .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with proficiency in handling enquiries via phone and email, processing orders, and maintaining accurate records. Capable of supporting sales teams and managing administrative tasks efficiently while ensuring effective communication across departments.
Highest-signal resume keywords
Customer Service ExperienceOrder ProcessingData ManagementMicrosoft Excel ProficiencyZendesk Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Order ProcessingData ManagementCustomer CareRecord KeepingAttention to DetailPlanning SkillsOrganisational SkillsCompeting Priorities ManagementPhone ProficiencyEmail Proficiency
Soft Skills
Professional CommunicationTeam CollaborationInitiativeApproachable AttitudeProblem Solving
Tools & Technologies
ZendeskCRM SoftwareMicrosoft WordMicrosoft ExcelMicrosoft Outlook
Certifications & Qualifications
A-Levels or Equivalent QualificationValid Passport
Industry Keywords
Pharmaceutical ExperienceMedical Device ExperienceOptical ExperienceLogistics ExperienceCustomer Care Software
About the role
Key responsibilities & impact- Handle customer enquiries by phone, email and online chat, including product information, availability, use instructions, orders, issues and complaints
- Maintain accurate customer care tickets, records and messages, and process customer orders where required
- Maintain product knowledge and provide accurate information to customers, healthcare partners and patients
- Log complaints, support initial investigations and work with internal partners to resolve customer issues
- Route product complaints and suspected adverse events to Quality & Regulatory and Medical contacts
- Field office calls, manage voicemails and transfer or pass messages
- Process and manage sample, literature and internal orders for UK and Ireland Sales Teams
- Coordinate representative stock allocations with colleagues and the warehouse
- Track sample allocation data and prepare regular Excel reports
- Manage Sales Team requests and provide administrative support
- Ensure accurate data entry and record-keeping, identify order issues and escalate as required
- Improve sales support processes and systems with stakeholders
- Support day-to-day office operations, including dispatching samples and customer orders and preparing exhibition materials
- Organise and book travel and meetings for UK and Irish employees
- Book couriers, organise collections and manage post and incoming deliveries
- Order office consumables and support in-house meetings
- Complete monthly company credit card consolidation and routine administration
- Collect, scan, save and forward relevant mail or information to Dublin or Crawley
- Communicate with Operations, Customer Care, Sales Support and other business teams
- Keep the relevant Operations or Customer Care Manager updated on tasks, issues and priorities
- Provide cover across Customer Care and Sales Support during leave, sickness or increased demand
- Participate in company training and maintain an agreed personal development plan
Requirements
What you’ll need- A-levels or equivalent qualification
- Previous experience in customer service, sales support or relevant administration
- Valid passport
- Availability to travel occasionally for company meetings
- Experience handling customer enquiries by phone and email
- Experience processing orders, maintaining records and working with data accurately
- Experience using customer care, CRM or ticketing software is desirable
- Excellent attention to detail, planning and organisational skills
- Ability to manage competing priorities, meet deadlines and work on own initiative
- Professional, approachable and helpful communication style
- Works well with others and supports a team environment by helping where needed
- Pharmaceutical, medical device, optical or logistics experience is an advantage but not essential
- Ability to support geographically dispersed teams and work with other offices when required
- Phone and email proficiency is essential
- Excellent Microsoft Word, Excel and Outlook skills
- Proficiency in Zendesk or other Customer Care Platform
- Understanding of company systems, customer care software and business processes
- Ability to maintain company equipment in good condition and complete administration accurately and on time
Benefits
Comp & perks- Maternity leave cover up to December 2027
- Equal employment opportunities
- Company training
- Personal development plan