Customer Care Advisor, HeliosX

• Minimum of 1 year experience in a customer service or call centre role
• Experience handling multi channel contact support (Email, Chat, Phone)
• Experience using cloud-based platforms Eg. Zendesk
• Ability to multitask and prioritise responsibilities in a fast-paced environment

Desirable

• We are looking for organised and friendly people to join our Customer Care team. Our Customer Care Advisors are responsible for communicating with our patients either over the phone, live chats/messaging, on email, and over social media.
• You will work alongside our Responsible Pharmacists & Clinicians to ensure exceptional clinical care and customer care is consistently delivered, and that patient safety is never compromised. We expect our Customer Care Advisor to consistently deliver prompt service, resolve problems efficiently and demonstrate excellent attention to detail
• Excellent patient care and customer service are incredibly important to us; this is an opportunity to have a role with huge potential for impact
• Serve as the primary point of contact for new and existing customers
• Assist customers via emails, phones, and live chats/messaging
• Collaborative work with other departments such as clinical and pharmacy team
• Ensure patient requests are handled in a timely manner
• Collecting customer feedback to share with senior agents and team leads
• Support with new hire training when needed
• This role will be supporting a new market, and as such will be involved in supporting UK patients until demand in Germany requires their full attention
• Basic/Introductory training will be within the UK-Market with bespoke sessions taking place to understand the differences in serving a German market
• Shifts & Hours: This is a full time, fully remote role. Our operating hours are Monday-Sunday 0800-2200 with shifts starting at 0800/0900/1000/1200/1400. Shifts are scheduled on a rotation basis, providing coverage for the DE Market across these shifts. The shifts are 8 hours long with a 30-minute unpaid meal break